Customer Experience Executive

Job Description

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 Probes 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.
  
  

• Receive inbound and/or place outbound calls
• Provide accurate and timely responses for customer requests in a timely manner
• Perform record searches based on customer requests in a timely manner, and within stipulated time frames
• Perform functions within stipulated Key Performance Indicators
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to the appropriate resource, when necessary
• Document all information on customer interaction according to standard operating procedures
• Always strive for great customer satisfaction and experience
• Ensure that all calls are handled professionally based on the Quality Guidelines established by the Company and our Client
• Ensure consistency of performance in handling of customer interactions
• Participate in all internal and external mandated training and/or seminars or certifi cations
• Maintain knowledge of functional areas and company policies and procedures
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management.
  
  

• 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
  
  

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
• Establish & maintain internal & external collaborative relationships, including functional & industry associations, managers, peers & direct reports
• Establish & manage effective relationships with key stakeholders, internal & external, including functional & industry associations, vendors, Board & Executive team