Customer Experience Executive

Job Description

Core Competencies:

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
  
  

• Systems Knowledge: Proficiency and previous experience in using CRM systems, knowledge bases, and other relevant software and systems.
• Product/Service Knowledge: Ability for in-depth understanding of the products or services offered by the company.
• Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems
  
  

• Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs.
• Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations.
• Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments.
• Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines.
• Continuous Learning: A commitment to continuous learning and professional development.
  
  

• Complex Problem Resolution: Ability to handle complex technical issues, escalate appropriately, and follow up to ensure resolution.
• Conflict Resolution: Ability to de-escalate tense situations and resolve conflicts effectively.
• Negotiation Skills: Ability to negotiate solutions with customers and find mutually acceptable outcomes.
  
  

• Problem solving and decision-making
• Analytical skills
• Resourcefulness
• Adaptable and flexible
• Resilient
• Mental Agility
• Ability to build rapport quickly and effectively
• Ability to multi-task
  
  

• English Proficiency: Native or near-native fluency in English is essential.
• Experience: Minimum 3 years’ experience in customer complaint management. Preferred Automotive experience
• No criminal record
  
  

• Subject to business demands, additional hours may be required
• Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe
• Bilingual Requirement: Nice to have if some agents have the ability to speak and understand Mandarin. English proficiency is the priority.