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:
Responding to customer enquiries, recording relevant data and ensuring maximum efficiency with respect of addressing and resolving customer queries.
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
Ensuring that all customer enquiries are answered promptly and professionally.
Using on-line systems to access data and answer customer queries within predetermined service times.
Entering customer requests/queries on-line.
Maintaining accurate customer records.
Documenting and distributing clear, concise and appropriate technical support material to customers as required.
Liaising with other internal areas to provide answers for customers.
Escalating more complex customer enquiries to relevant channels.
Liaising with agents on customer queries and complaints.
Consistently meet set KPIs
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.
Core Competencies:
Leadership
Adjusts own work practices to support change
Manage own performance & development
Role model & hold others accountable for demonstrating our values and behaviours
Systems Processes & Policy
Ensure all policies & procedures are adhered to, including compliance obligations
Contribute to improvements in function/team
Client & Stakeholders
Maintain effective working relationships with Managers & peers
Financial
Display cost awareness
Key Skills and Capabilities:
Problem-solving and conflict-resolution skills
Excellence in service delivery
Proficient written and oral communication skills
Ability to build relationships & work collaboratively with clients and organisational peers
Efficient and accurate typing ability
Addresses and resolves conflict constructively
Ability to build rapport quickly and effectively
Maintains service quality under time pressures
Attention to detail
Proficient PC Skills
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
Certificate 3 in Customer Service (desirable)
2 years plus experience in a customer service/sales position or related industry (desirable)
Other Position Requirements:
Current driver’s license to travel to other sites and client appointments
Some interstate travel may be required
Subject to business demands, additional hours may be required
May be required to travel and work across various sites
Complete tasks delegated/assigned by the Team Leader
Perform other reasonable duties as required