Job Description

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

This role offers a wide range of exposure to issues with applications, software, hardware, network systems, and user administration allowing you to develop and grow skills in an IT Helpdesk role and support callers and the campaign in delivering superior service.
The key objective will be to identify and troubleshoot at the first point of contact for incident resolution.
As a Customer Experience Executive, you will be responsible for escalating to 2nd & 3rd level support resources as appropriate.

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 Senior High School/2nd year College
Desired Years of Experience: 1 year BPO experience preferred but not required
Desired Industry Exposure: IT or Technical Support experience preferred but not required
Desired Role Exposure Prior: Prior BPO experience as a Customer Service Representative/TSR or IT Helpdesk, IT fresh graduates are also welcome to apply

Other Position Requirements

Ability to multitask and manage complex transactions in a given timeframe
Above average problem solving skills
Open to feedback and coaching
Confident to exchange communications with counterparts
Has a passion for resolving complicated transactions
Possesses a keen eye for pertinent details
Amenable to Work On-site
Amenable to Work on shifting schedule similar capacity preferred but not required
Amenable to work onsite 24/7

Electrician

BigPanda Developer