Customer Experience Executive

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:

Responsible for providing excellent customer service to all clients of Sky TV, answer phone calls for all queries.

Customer Experience:

• Receive inbound and/or place outbound calls
• Provide accurate and timely responses for inquiries coming through email and live chat support channels
• Perform data and research functions
• Provide support through known basic troubleshooting techniques
• 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 Good Customer Satisfaction and Experience
• Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
• Ensure consistent performance based on a continuous improvement model
• Ensure that all Login and Passwords (both Internal & External) are kept confidential
• Participate in all Internal and External mandated training and/or seminars.
• Knowledge, understanding, and compliance with PROBEGROUP policies and procedures.
• 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.

Key Skills and Capabilities:

• With Excellent English Communication (Oral and Written)
• Experience on the phone, email, and live chat support
• Has strong verbal and written communication and comprehension skills
• Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
• Resourceful, able to multitask, and has a high attention to details
• Self-motivated and able to work independently as well as contribute to cross-functional and global teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• Can work under pressure
• Assists end-users in resolving technical issues by providing guidance to resolution on software and hardware with a sense of urgency.
• Follow and understand all support methods and procedures to accurately log all issues using the incident/ticket management tracking system.
• Assess end-user support needs and meet service level agreements by quickly resolving issues.
• Troubleshoot recurring issues and be able to research, identify and communicate the root cause.
• Define and classify the level, priority, and nature of the problem, request, and/or issue. If unable to diagnose a problem, escalate the problem to the appropriate team.
• Assume ticket ownership through tracking and closing trouble tickets to maintain customer satisfaction, KPIs, and SLA.
• Provide administration, guidance, and personalized end-user assistance for hardware devices, software, mobile, printers, audio & video technology, and networks.
• Resolve issues related to digital support.