LOOKING TO CHANGE YOUR LIFE
BY
CHANGING YOUR LIFESTYLE
It’s as easy as changing the channel.
Our Client is a Global Provider of PayTV! We are seeking experienced people that work or have worked in this dynamic and exciting industry in Customer Service & Support, Sales, and Collections.
Industry experience, however, is not mandatory but contact center experience is a must.
This client provides content including HBO, English Premier League & ESPN. All channels are streamed live into our site for our team members to enjoy!
Work hours vary anywhere from 3:00 AM to 4:00 PM - Monday to Sunday.
Probe CX believes that passionate people are people who care about themselves as a person and as professionals and how they contribute to the well-being of their families and their communities.
Passionate people care about their work, their teammates, their clients, and their customers and meeting their targets.
They are passionate about delivering memorable CX moments and want to resolve customers' issues the first time, every time. They want to convert inquiries into customers or save those who are thinking of leaving. They want people to pay their bills and remain loyal customers.
All because of the experiences you and your teams deliver every moment.
Moments Matter!!!
Especially when you are delivering award-winning customer experiences or when you are considering a change in career or life.
Duties and responsibilities:
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.
Qualifications and Key Competencies:
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.