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 Summary

Handle customer contacts in line with client and company requirements.

Duties and Responsibilities

Attend and actively participate in training and development:
● Develop and maintain a thorough understanding of service/product, processes and systems
● Actively participate in monthly performance reviews
● Attend and actively contribute to team meetings to assist in continual improvement

Handle every customer contact in line with client and company requirements in order to meet monthly Key Performance Indicators (KPIs) and targets (KPIs and targets may be subject to change depending on client and company requirements):

● Handle contact within the required time frame
● Meet required standards of quality
● Adhere to the schedule to achieve the required target
● Meet attendance requirements in line with contract and company policies
● Other KPIs as required
● Other reasonable duties as required

Qualifications and Key Competencies:

● Excellent communication skills: Must have strong verbal and written communication skills to effectively interact with customers and address their queries and concerns.
● Problem-solving abilities: Should be able to think critically and find solutions to customers' issues or complaints in a timely manner.
● Multi-tasking skills: Handling multiple customer inquiries simultaneously and managing various tasks, such as updating customer information or processing requests, require the ability to multitask effectively.
● Attention to detail: Accurate data entry and documentation are essential, so having strong attention to detail is crucial.
● Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure
● Teamwork and collaboration: This may require frequent collaboration with other departments, such as operations or warehouse teams, so being a team player is important for smooth coordination and customer satisfaction.
● Time management skills: Effective time management is crucial for customer representatives as they have to comply with service level agreements and manage a large volume of customer inquiries within stipulated time periods
● Cultural sensitivity: Customer representatives often deal with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service.