Customer Experience Executive

Full Time, onsite
Probe Group
Naga City, Philippines

Salary undisclosed

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Job Description

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

Requirements

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.

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At Probe Group, we're powered by passion, driven by curiosity, and 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 Group, expect to think differently, challenge the norm and find your purpose.

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Life at Probe Group

Culture Our unique passion-focused culture creates a bright, bold, and buzzing atmosphere.

Employee Wellbeing Probe looks to support your well-being, partnering with Sonder Digital Care Platform.

Diversity and Inclusion Our "I Belong" program aims to create an environment where our uniqueness can thrive.

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 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.