Customer Experience Executives

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 Description Summary

To manage and maintain a portfolio of customers that utilise the client’s service and grow the revenue base and profitability of the portfolio.

Main Activities and Responsibilities:

• Establish and maintain a call cycle frequency to optimise customer experience and maintain appropriate customer contact levels.
• Maintain the profile of all customers within the portfolio in terms of contact names, addresses, affiliated companies, service requirements and other relevant information.
• Review, integrity check and ensure all revenue, rates, cost modelling, billing details and contractual arrangements are in system and valid.
• Maintain a pipeline to achieve growth targets.
• Undertake complete customer profitability modelling to ensure that each customer is meeting appropriate profitability benchmarks, make recommendations and take action approved by management.
• Manage each customer in accordance with the annual rate review and ensure each customer is approached in accordance with their rate expiry date for the predetermined increase.
• Conduct research to gain a full understanding of each customer’s business needs and strengthen the relationship.
• Provide monthly KPI reports to customers where agreed.
• Update and keep valid notes after customer visitations and update the Salesforce CRM.
• Ensure all customer trading is current, and any outstanding debts are remedied, invoicing paid on time and in accordance with the customer payment terms.
• Foster and maintain strong working relationships with management, operational staff and drivers.
• Establish competitor/market information profile and report market activities to management.
• Report on a weekly basis as to customers contacted, new services signed up, quotes or tenders submitted, rate review

Core Competencies:

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations
• Implement functional organisational design & optimal workforce planning
• Ensure key function policies are in place & are current
• Drive & implement operational excellence in function / line of business
• Ensure compliance within function / line of business
  

Client & Stakeholders

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
• Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports
• Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team

Key Skills and Capabilities:

• Excellent communication skills: Must have strong verbal and written communication skills to effectively interact with customers and address their queries and concerns.
• Problem-solving abilities: Should be able to think critically and find solutions to customers' issues or complaints in a timely manner.
• Multi-tasking skills: Handling multiple customer inquiries simultaneously and managing various tasks, such as updating customer information or processing requests, require the ability to multitask effectively.
• Attention to detail: Accurate data entry and documentation are essential, so having a strong attention to detail is crucial.
• Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure
• Teamwork and collaboration: May require frequent collaboration with other departments, such as operations or warehouse teams, so being a team player is important for smooth coordination and customer satisfaction.
• Time management skills: Effective time management is crucial for customer representatives as they have to comply with service level agreements and manage a large volume of customer inquiries within stipulated time periods.
• Cultural sensitivity: Customer representative often deals with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service.
• Ability to establish rapport and build business relationships across multiple layers within each customer
• High level consultative selling and negotiation skills
• Highly effective written and verbal communication skills
• Broad business and commercial experience and knowledge
• Organisation and time management skills, and the ability to meet deadlines
• Strong process and product knowledge of our business
• High level presentation skills
• Budget management capabilities
• Strong analytical and numerical ability and comprehension
• Attention to detail
• Confidentiality

Qualifications and Typical Experience:

• Educational Attainment: At least High School Graduate (old or new curriculum)
• Desired Years of Experience: 0 – 6 months of continuous work experience
• Desired Industry Exposure: BPO / Any industry experience
• Desired Role Exposure Prior: BPO experience as a Sales, Customer Service Representative, Retail and Logistics
• Strong self-Management & discipline
• Leadership
• Effective communication
• Adaptability to new incoming products and services
• Display a positive “Can do” attitude
• Strong customer centricity
• Personal presentation at a high and professional level
• Strong inter-personal skills