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.
Responsible for:
Representing a renowned Australian brand - this Phone, Livechat and email based campaign will see you assisting customers who are redeeming our online offering and helping to guide and resolve their enquiries.
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
Handle inbound calls, Livechat and emails from customers
Process and respond to customer emails via templates
Escalate any queries or complaints to your supervisor immediately
Data entry is performed with high accuracy
Adhere to team schedule
Ensures the set target is achieved for quality assurance
Attend and actively participate in all team meetings, scheduled one-on-ones and coaching sessions
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.
Rotating roster Monday - Friday 8am - 6pm, Saturday 8am - 5pm & Sunday 8am - 5pm
Subject to business demands, additional hours may be required
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:
Excellence in service delivery
Excellent English verbal and written skills.
Efficient and accurate typing ability
Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
Addresses and resolves conflict constructively
Ability to build rapport quickly and effectively
Maintains service quality under time pressures
The most required for the role is communication via telephone, social or email.
Excellent communication and data entry skills
Able to handle inbound/outbound calls/email and chat support to provide excellent customer service
Manage and resolve customer concerns promptly
Knows how to identify and escalate issues based on the priority
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
Other Position Requirements:
Proficiency with the necessary technology, including computers, software applications, phone systems, and blended environment etc.
Some interstate travel may be required
Subject to business demands, additional hours may be required
Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe
May be required to travel and work across various sites
