Customer Service Representative

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Job Description

Responsible for:

In this role, you will be chatting with our customers making sure they have all the information they need, feel they are being heard and actions are being taken. Think of it as making a 5-minute friend every 5 minutes. You will be a peacemaker. A quick thinker. You will thrive on solving the tricky stuff. You’ll know your way around a computer. You will think inside and outside of the box

Main Activities And Responsibilities

Probe CX Compliance:

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
• Complete all necessary training requirements and professional development opportunities.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
  
  

Customer Experience

• Partitipcate in onboarding and upskilling training for career and personal development.
• Develop and maintain a thorough understanding of the service, processes and systems
• Provide accurate information, data, options, or alternatives to customers as necessary
• Ensure positive customer experience
• Utilize chat control techniques to ensure efficiency evidenced by AHT
• Utilize available tools and knowledge bases to ensure completion of tasks or to process a variety of transaction types to prevent unnecessary customer escalations or complaints.
• Follow standard chat flow, spiels, and other protocols
• Keep up-to-date with most current and accurate information on all processes, policies and product updates or changes received from servicing account/program
• Provide information to customers inquiry in relation to products and services.
• Help our customers get the most out of their service or technology
• Respond to customers accurately and efficiently, explaining situation and providing them with answers
• Analyze and investigate customer information and concerns using all available resources.
• Facilitate and conduct basic troubleshooting steps for device or data/cellular reception issues of customers.
• Comply with all program procedures and processes
• Consistently follow identity verification process for all customers
• Comply with PCX standards at all times to protect customer data and uphold high security standards
• Understand and follow all business rules of the company and the program being supported
• Adhere to the health and safety protocols of the company to ensure a safe working environment
• Meet both client and company KPIs consistently
• Observe punctuality and schedule adherence at all times
• Understand and apply quality standards
• Actively advocate the brand
  
  

Core Competencies

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Implement functional organisational design & optimal workforce planning
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function / line of business
• Ensure compliance within function / line of business
  
  

Client & Stakeholders

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
• Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports
• Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team
  
  

Key Skills And Capabilities

• Excellent English communication skills
• Client Services related work experience
• Some knowledge in Tech/IT
• Client exposure / Stakeholder management
• Project and Change management
• Data analysis
• Critical thinking
  
  

Qualifications And Typical Experience

• Educational Attainment: At least High School Graduate (old or new curriculum)
• Desired Years of Experience: 0 – 12 months of continuous work experience
• Desired Industry Exposure: BPO / Any industry experience
• Desired Role Exposure Prior: BPO experience as a Customer Service Representative, logistics background is a plus
  
  

Other Position Requirements

• Complete tasks delegated/assigned by the Team Leader
• Perform other reasonable duties as required
  
  

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Life at Probe Group

Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.

Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.

Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.