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.
Responsible for:
The purpose of the Concierge Consultant role is to provide friendly, prompt, and informative service to all guests who contact the campaign. Concierge Consultants are responsible for identifying and addressing guest needs, including support with enquiries, bookings, and feedback. This role requires excellent communication skills, problem-solving abilities, and the capacity to handle multiple tasks in a fast-paced environment.
Main Activities and Responsibilities:
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 anyform.
- 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
- Provide friendly, prompt, and informative service to all campaign guests
- Manage large volumes of guest enquiry via calls, cases, emails, live chat and social media messages
- Report on call reasons using wrap-up codes
- Utilise the campaign’s systems and tools, such as Salesforce and Meriq, to manage guest bookings