Customer Experience Executive (Melbourne)

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. The campaign specialises in small, medium and large business energy, supplying electricity to thousands of Australian businesses in Victoria, New South Australia. Main Activities and Responsibilities
- Ensure a protected, 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
- Responsible for taking inbound calls and outbound collection calls.
- Responsible for answering customer queries through email and other forms of communication.
- For outbound calls, we are required to show the agents' efforts in contacting the customer using different platforms like skip tools.
- Answer customers' calls and correspondence and resolve customers' complaints. Qualifications & Key Competencies
- With good English communication skills both written and oral.
- With excellent reliability.
- With good problem-solving and critical-thinking skills, with a focus on issue resolution and customer satisfaction.
- Ability to effectively communicate with all levels of the organization.
- With good interpersonal skills.
- Willingness to work on shifting schedules.
- Work experience with New Zealand and Australian campaigns is an advantage. 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.
- 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. Other Position Requirements
- Complete tasks delegated/assigned by the team leader.
- Perform other reasonable duties as required. Required Skills
- Analytical skills.
- Conflict resolution.
- Customer service.
- Negotiation.
- Problem solving.
- BPO. Required Languages
- English. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rrwxf