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.
Key Responsibilities:
- Handle end-to-end customer complaint cases through multiple channels (email,
- outbound calls).
- Investigate complaints by reviewing case history, policies, and supporting documentation to determine appropriate resolution.
- Draft clear, professional, and empathetic written responses aligned with brand tone and regulatory requirements.
- Ensure complaints are resolved within agreed SLAs and escalation guidelines.
- Accurately document case actions, decisions, and outcomes in internal systems.
- Apply airline policies, customer service standards, and compliance requirements consistently.
- Manage reactivated or aged cases and take ownership through to closure.
- Work closely with Team Leads and Quality to address feedback and continuously improve performance.
- Support business recovery efforts during peak periods by maintaining productivity and quality.