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.

Job Description

Responding to customer enquiries, recording relevant data and ensuring maximum efficiency with respect of addressing and resolving customer queries.

Main Activities and Responsibilities:  

• Ensuring that all customer enquiries are answered promptly and professionally.

• Using on-line systems to access data and answer customer queries within predetermined service times.

• Entering customer requests/queries on-line.

• Maintaining accurate customer records.

• Documenting and distributing clear, concise and appropriate technical support material to customers as required.

• Liaising with other internal areas to provide answers for customers.

• Escalating more complex customer enquiries to relevant channels.

• Liaising with agents on customer queries and complaints.

• Consistently meet set KPIs

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Complete all necessary training requirements and professional development opportunities. 

Core Competencies:  
Leadership

• Adjusts own work practices to support change

• Manage own performance & development

• Role model & hold others accountable for demonstrating our values and behaviours

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Contribute to improvements in function/team

Client & Stakeholders

• Maintain effective working relationships with Managers & peers

Financial

• Display cost awareness

Key Skills and Capabilities: 

• Problem-solving and conflict-resolution skills

• Excellence in service delivery

• Proficient written and oral communication skills

• Ability to build relationships & work collaboratively with clients and organisational peers

• Efficient and accurate typing ability

• Addresses and resolves conflict constructively

• Ability to build rapport quickly and effectively

• Maintains service quality under time pressures

• Attention to detail

• Proficient PC Skills

Qualifications and Typical Experience:  

• Certificate 3 in Customer Service (desirable)

• 2 years plus experience in a customer service/sales position or related industry (desirable)

• Other Position Requirements: 

• Current driver’s license to travel to other sites and client appointments

• Some interstate travel may be required

• Subject to business demands, additional hours may be required

• May be required to travel and work across various sites