Customer Experience Executive

At Probe Group, 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.

JOB SUMMARY:
A Customer Experience Executive will receive training and is expected to have mastery and knowledge of the account's features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries include but are not limited to: account maintenance, payment schedule movement, order declines, waive/refund fees, etc.

MINIMUM REQUIREMENTS:
● High-level communication skills both oral and written
● Competent in the use of MS products/ Google and call centre tools
● Able to quickly build rapport and gain trust
● An approachable, confident and competent phone manner
● Meticulous attention to detail and understanding of the importance of getting
things right the first time
● A multi-tasker with experience working across multiple channels
● Process-driven but a nimble learner with the ability to adapt quickly when
circumstances require it
● Ability to problem-solve, negotiate and resolve conflict constructively
● Maintains customer-centric attitude under pressure
● Act with urgency
● Flexible with their working days and happy to be slotted into a rotating roster
● Being a team player along with being able to work independently

PREFERRED REQUIREMENTS:
● Experience working in a financial/collections account
● Influences and engages

HIRING PROFILE
Educational:

• Attainment At least High School Graduate

Desired Years of Experience:

• At Least 6 months of continuous work experience as a customer service representative / Quality Analyst or related Industry

Desired Industry Exposure BPO:

• Any industry experience

Desired Role Exposure:

• Prior BPO experience as a Customer Service Representative
• Prior experience as a Quality Analyst/ Team Leader