Customer Experience Executive

The Probe Group; Melbourne; On-site; AUD 45,000 - 55,000; Full time

Job summary

The Probe Group in Melbourne is seeking a Customer Care Agent to join our dynamic team. You will assist customers and store members, respond to inquiries via email, phone and Live Chat, and help deliver orders with careful attention to QA guidelines.

You will update customer records, coordinate item deliveries, and escalate issues to management when needed, playing a key role in delivering accurate, timely service across our store network.

Responsibilities

• Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
• Answer phone calls, email enquiries and Live Chat from customers who are shopping online for store products and resolving their enquiries.
• Handle enquiries via email from the Customer Care web feedback cases.
• Updating customers’ accounts with appropriate notes and details after the call.
• Occasional outbound calls to the Australia customer service team and online stores to coordinate the delivery of the items to the customers.
• Process and respond to customer emails/SMS/Live Chat.
• Escalate the critical issues to the Management, where required.
• Ensuring the process is followed as per the QA guidelines.

Job description

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 and Asia, 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.

The Customer Care Agent will be responsible for assisting customers and administrative tasks for Customer Care customers and store members.

• Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
• Answer phone calls, email enquiries and Live Chat from customers who are shopping online for store products and resolving their enquiries.
• Handle enquiries via email from the Customer Care web feedback cases.
• Updating customers’ accounts with appropriate notes and details after the call.
• Occasional outbound calls to the Australia customer service team and online stores to coordinate the delivery of the items to the customers.
• Process and respond to customer emails/SMS/Live Chat.
• Escalate the critical issues to the Management, where required.
• Ensuring the process is followed as per the QA guidelines.