Customer Experience Executive

Makati City, Metro Manila
Permanent
Full-time

14 days ago

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.Main Activities and Responsibilities:

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 forsuspicious 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.
Respond to live chat and email enquiries from customers who are shopping online for store products and resolve their enquiries.
Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
Updating customer’s accounts with appropriate notes and details after the interaction.
Escalate the critical issues to the Management, where required.
Ensuring the process is followed as per the QA guidelines.

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, employee & key stakeholders
Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports.

Key Skills and Capabilities:

Problem solving and conflict resolution skills
Excellence in service delivery
Proficient written and oral communication skills
Ability to analyse data
Ability to build relationships & work collaboratively with clients and organisational peers
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
Attention to detail
Negotiation skills
Analytical skills

Qualifications and Typical Experience:

Substantial experience within similar role
2 years plus experience in a customer service or related industry (desirable)
Graduate accreditation highly desirable
Knowledge of the Google platform desirable

Probe

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