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.
Duties & Responsibilities
- Receive emails and live chats through digital messaging
- Provide accurate and timely responses to customer requests in a timely manner
- Perform record searches based on customer requests in a timely manner, and within
- stipulated time frames
- Perform functions within stipulated Key Performance Indicators
- Manage and resolve customer complaints
- Identify and escalate priority issues
- Route calls to the appropriate resource, when necessary
- Document all information on customer interaction according to standard operating procedures
- Always strive for great customer satisfaction and experience
- Ensure that all emails and chats are handled professionally based on the Quality Guidelines
- established by the Company and our Client
- Ensure consistency of performance in handling of customer interactions
- Participate in all internal and external mandated training and/or seminars or certifications
- 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
Minimum Qualifications
- At least high school graduate or equivalent
- Above average English communication skills
- Must have at least 6 months of chat experience
- Must be willing to work onsite in our office in Global One, Eastwood - no WFH Option
- Must be willing to work on shifting schedules, holidays, and weekends -Critical working days
- Must have solid customer service experience – preferably in a healthcare account
- High level of attention to detail expected
Top Skills
What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
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