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:Handle customer contacts in line with client and company requirements as sales and customer service representatives.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 ExperienceAttend and actively participate in trainingAchieve and maintain a thorough understanding of the products/services, policies, procedures, and processesAcquire proficiency in customer tools and knowledge management systemDevelop listening comprehension and familiarity with the different accents of customersAchieve required typing speed and accuracy and develop multi-tasking (talk and type)Obtain familiarity /mastery of the selling processLearn relevant soft skills and customer interaction skillsKeep abreast of changes and developments in program-specific informationHandle Customers/CallsUse appropriate keying strategies and keywords to quickly search for requested informationApply effective questioning techniques to immediately zero in on customer’s needs and requested informationProvide options or alternative solutions to customers as necessaryEnsure immediate resolution of customers’ issues and concernsOffer appropriate products/services and explain the benefits to the customerIncrease customer value by offering ancillary services/products and upsells/upgradesEnsure positive customer experience and maintain integrityUtilize call control techniques to ensure efficiency evidenced by handle time (AHT)Follow standard call flow and spiels as well as other quality measuresFollow prescribed hold and transfer protocolsCore Competencies:Systems Processes & PolicyEnsure all policies & procedures are adhered to, including compliance obligationsImplement functional organisational design & optimal workforce planningEnsure key function policies are in place & are currentDrive & implement operational excellence in function / line of businessEnsure compliance within function / line of businessClient & StakeholdersEstablish & maintain effective working relationships with Managers & peers, employees & key stakeholdersEstablish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reportsEstablish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive teamKey Skills and Capabilities:Problem solving and conflict resolution skillsExcellence in service deliveryProficient written and oral communication skillsAbility to build relationships & work collaboratively with clients and organisational peersEfficient and accurate typing abilityAbility to work autonomously, employ initiative to find solutions, prioritise and exercise discretionAddresses and resolves conflict constructivelyAbility to build rapport quickly and effectivelyMaintains service quality under time pressuresCommercial AptitudeAttention to detailNegotiation skillsAnalytical skillsQualifications and Typical Experience:Educational Attainment: At least High School Graduate (old or new curriculum)Desired Years of Experience: 0 – 12 months of continuous work experienceDesired Industry Exposure: BPO / Any industry experienceDesired Role Exposure Prior: BPO experience as a Customer Service Representative, Airline and Sales background is a plusOther Position Requirements:Complete tasks delegated/assigned by the Team LeaderPerform other reasonable duties as required
