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.
Job Purpose
- To provide world-class service to our customers in an accurate, efficient and respectful manner on every call/transaction as measured by different performance metrics.
Duties and responsibilities
- Identify and escalate regular friction points to improve the process and customer experience by:
- Being responsible for delivering outstanding customer service through handling customer enquiries via inbound telephone calls or email
- Booking engineer visits, providing and assisting with troubleshooting and ongoing maintenance of an appliance
- Registering appliance warranties; Offering extended warranties
- Identifying and ordering spare parts and accessories
- Providing pre-purchase advice and replacement appliances.
- You will ensure that telephone calls are handled promptly, efficiently and meet our call and quality targets.
- Identify and escalate priority issues
Job-Specific Capabilities Required
- Can do attitude
- Passionate about putting the customer first
- Ability to build trust and maintain strong relationships with both internal and external stakeholders
- Proven administration, organisation and time management skills
- Strong written and verbal communication skills
- Resourceful, able to multitask and has high attention to details
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Self-motivated and able to work independently as well as contribute to cross-functional teams
- Flexible and has the ability to quickly adjust to frequent process and information changes
- The ability to work as an individual whilst contributing to the overall success of the team is paramount
Qualification/s
- With at least 1 year of experience in customer service and technical support
- With Excellent English Communication (Oral and Written)
- Experience on phone and email support
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Computer literate, able to work under pressure, and show resilience
- Strong communication skills and able maintain a professional attitude, building and maintaining relationships with internal and external stakeholders