Customer Experience Executive

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Duties and Responsibilities

• Receive inbound and/or place outbound calls
• Provide accurate and timely responses for inquiries coming through email and live chat support channels
• Perform data and research functions
• Provide support through known basic troubleshooting techniques
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to appropriate resource, when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for Good Customer Satisfaction and Experience
• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
• Ensure consistent performance based on continuous improvement model
• Ensure that all Login and Passwords (both Internal & External) are kept confidential
• Participate in all Internal and External mandated training and/or seminars.
• Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.
• Maintain knowledge of functional areas and company policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Perform other duties as assigned by management.