Customer Experience Executive
Apply locations: Naga City, BICOL, Philippines
Time type: Full time
Posted on: Posted 3 Days Ago
Time left to apply: End Date: December 16, 2024 (2 days left to apply)
Job requisition id: JR11155
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.
Job Description Summary
The campaign is an inbound voice customer service of a logistics company in Australia. The Customer Service representatives are expected to help the Customers process parcel redelivery and/or collection requests, lodge investigations for missing parcels, and the like.
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 (KPI's) and targets: Handle contact within required time frame Meet required standards of quality Adhere to schedule to achieve required target Meet attendance requirements in line with contract and company policies Other KPI's 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 a strong attention to detail is crucial. Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure. Teamwork and collaboration: 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 representative often deal with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service. Minimum Requirements At least HS Graduate With at least 6 mos BPO experience (Customer Service is desirable but other sector/LOB is also accepted i.e. TSR, Chat/Email/Order Entry etc.) Can understand instructions in English and must be able to converse using the same language. Basic to intermediate level is required. Applicants must be conversational as the account/LOB is for Customer Service. Amenable to work onsite Willing to render OT/RDOT even with short notice Preferred Requirements 1 year to 2 years BPO experience gained from a customer service or order entry set up At least 2 years in College #J-18808-Ljbffr