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.
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 any form.
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
Interact with mobile customers thru voice or livechat channel to provide:
Accurate information about plans cannot
Answer basic trouble shooting and billing services
Assist in activating or cancelling their service
Help in setting up or updating their account concerns.
Obtain complaint details.
Promote and educate customers about self-service options.
Record details of customers' concerns or inquiries and act in accordance with it.
Ensure that required changes are made to resolve the queries of the customers.
Refer unresolved and pending customer grievances to the concerned departments for further investigation.
Review policies and terms to ensure that we resolve issues as per regulations.
Acquire and analyse all relevant information to evaluate validity of complaint and identify possible causes.
Cross sell and promote other Amaysim products and services
Adhere to schedules.
Provide an excellent customer experience to mobile customers.
Conform with the account's goals and policies.
Qualifications and Typical Experience:
A candidate who can effectively understand and communicate with Australian customers.
Someone who can work on shifting schedules including weekends and holidays.
Someone who is open to support customer service through voice chat or email channels.
Someone who has great attention to detail and picks up on things that the customer is and isn’t saying.
Someone who can actively listen to understand customers and provide them with accurate and satisfying answers in a simple manner.
Someone who can adapt to conversation to ensure that customer experience doesn’t suffer from unexpected circumstances.
A person with great empathy to hear the customer vent their frustrations without hesitation.
Someone who can be patient enough to listen to customers' grievances without taking things personally.
A person with a very positive attitude to represent the campaign by projecting a friendly tone and using positive language to reassure customers that a solution will be reached.