Customer Service agentProbe

At Probe CX, 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 via email, Chat, and SMS, recording relevant data, and ensuring maximum efficiency concerning addressing and resolving customer queries.
Main Activities and Responsibilities:
Ensuring that all customer enquiries are answered promptly and professionally.
Using online systems to access data and answer customer queries within predetermined service times.
Entering customer requests/queries online.
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 behaviors
Systems Processes & Policy
Ensure all policies & procedures are adhered to, including compliance obligations
Client & Stakeholders
Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
Key Skills and Capabilities
Problem-solving and conflict-resolution skills
Excellence in service delivery
Proficient written and oral communication skills
Ability to analyse data
Ability to motivate and lead teams
Sound business acumen
Ability to build relationships & work collaboratively with clients and organizational peers
Efficient and accurate typing ability
Ability to work autonomously, employ initiative to find solutions, prioritize, and exercise discretion
Addresses and resolves conflict constructively
Ability to build rapport quickly and effectively
Maintains service quality under time pressures
Attention to detail
Negotiation skills
Qualifications and Typical Experience:
Certificate 3 in Customer Service (desirable)
Substantial experience in a similar role
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
Subject to business demands, additional hours may be required
May be required to travel and work across various sites
Probe

Quezon City, Metro Manila
Permanent
Full-time