Customer Experience Executive

Core Competencies:  
Systems Processes & Policy:

• Ensure all policies & procedures are adhered to, including compliance obligations

Technical Proficiency: 

• Systems Knowledge: Proficiency and Previous experience in using CRM systems, knowledge bases, and other relevant software and systems. 

• Product/Service Knowledge: Ability for In-depth understanding of the products or services offered by the company. 

• Technical Aptitude: Ability to quickly learn and adapt to new technologies and systems

Customer Focus and Empathy: 

• Customer-Centric Approach: Genuine desire to help customers and provide excellent service. 

• Empathy and Patience: Ability to understand and address customer concerns with empathy and patience, even in challenging situations. 

• Relationship Building: Ability to build rapport with customers and establish positive relationships.

Behavioural Attributes: 

• Adaptability and Flexibility: Ability to adapt to changing situations, new technologies, and evolving customer needs. 

• Resilience and Stress Management: Ability to handle pressure, manage stress, and maintain composure in challenging situations. 

• Teamwork and Collaboration: Ability to work effectively as part of a team and collaborate with colleagues across different departments. 

• Time Management and Organization: Ability to prioritize tasks, manage time effectively, and meet deadlines. 

• Continuous Learning: A commitment to continuous learning and professional development.

Key Skills and Capabilities:

• Problem solving and decision-making

• Analytical skills

• Resourcefulness

• Adaptable and flexible 

• Resilient 

• Mental Agility 

• Ability to build rapport quickly and effectively

• Ability to multi-task 

Qualifications and Typical Experience:  

English Proficiency: Good proficiency in written and verbal English

• Verbal Communication: Clear, concise, and professional communication with a pleasant tone. Ability to adapt communication style to different customer personalities. Active listening skills and the ability to understand nuanced requests. 

• Written Communication: Proficient in writing clear, grammatically correct emails, chat messages, and other written communications. Ability to summarize information effectively. 

Experience: Minimum 1-year experience preferred in a similar role in a Customer Contact Centre service. 

Other Position Requirements: 

• Subject to business demands, additional hours may be required

• Subject to business demands, you may be required to move to any other campaign/project on a temporary basis, in accordance with the needs of Probe

• No criminal record