Customer Service Representative

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 Experience

Attend and actively participate in training

Achieve and maintain a thorough understanding of the products / services, policies, procedures, and processes

Acquire proficiency in customer tools and knowledge management system

Develop listening comprehension and familiarity with the different accents of customers

Achieve required typing speed and accuracy and develop multi-tasking (talk and type)

Obtain familiarity / mastery of the selling process

Learn relevant soft skills and customer interaction skills

Keep abreast of changes and developments in program-specific information

Handle Customers / Calls

Use appropriate keying strategies and keywords to quickly search for requested information

Apply effective questioning techniques to immediately zero in on customer’s needs and requested information

Provide options or alternative solutions to customers as necessary

Ensure immediate resolution of customers’ issues and concerns

Offer appropriate products / services and explain the benefits to the customer

Increase customer value by offering ancillary services / products and upsells / upgrades

Ensure positive customer experience and maintain integrity

Utilize call control techniques to ensure efficiency evidenced by handle time (AHT)

Follow standard call flow and spiels as well as other quality measures

Follow prescribed hold and transfer protocols

Core Competencies :

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, employees & key stakeholders

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

Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team

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

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

Commercial Aptitude

Attention to detail

Negotiation skills

Analytical 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

Desired Industry Exposure : BPO / Any industry experience

Desired Role Exposure Prior : BPO experience as a Customer Service Representative, Airline and Sales background is a plus

Other Position Requirements :

Complete tasks delegated / assigned by the Team Leader

Perform other reasonable duties as required