Philippines onlyAt 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.
Main Activities and Responsibilities:
Probe CX Compliance:
Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
Complete all necessary training requirements and professional development opportunities.
Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
Customer Experience
Receive and respond to users’ calls, emails and tickets in a timely and courteous manner
Identify the users’ problem/need and find the appropriate solution in the available resources
Provide users with answers or guidance on troubleshooting steps
Log interactions and record incidents and service requests in the ticketing system
Follow the standard service desk procedures in classifying, prioritising and escalating incidents to the relevant IT groups
Direct service requests to the relevant IT groups
Follow up with users as needed to ensure the complete resolution of incidents or service requests
Track the progress of incidents and service requests and provide updates to the users and relevant IT groups
Communicate to the relevant teams any recurring user issues
Stay current with information on applications and processes as well as system changes and updates
Comply with Baker Delight’s information security policies and procedures
Perform other duties as assigned by the manager or team leader
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 and data entry skills
The ability to communicate with a wide range of people
Effectively prioritise tasks based on urgency and deadlines
Positive attitude and ability to be flexible and work as part of a team to achieve mutual goals
Excellent attention to detail and ability to work under time pressure
Demonstrated ability in managing and resolving queries through applied knowledge, well-informed and timely decisions based on functional expertise, regional knowledge, and industry trends within technical constraints of integration partners
Proven ability to work autonomously and collaboratively
The ability to build strong relationships, driving conversation to explore and raise needs, share information, and drive efficiencies.
Conflict/Negotiation management
Qualifications and Typical Experience:
Educational Attainment:
Bachelor’s degree in Information Technology / Computer Studies / Engineering or similar
Two-year diploma course/associate degree in Information Technology / Computer Systems and Network Technology / Computer Studies / Computer Technician and System Management or similar
Bachelor’s degree in Information Technology / Computer Studies / Engineering or similar
Desired Years of Experience: Minimum of 1 year experience in a contact centre role providing IT helpdesk/technical support
Desired Industry Exposure: BPO / Information Technology / Computer Studies / Engineering or similar
Desired Role Exposure Prior: BPO / IT helpdesk/technical support
Working knowledge and experience on Service Now is a plus
Knowledge of Microsoft Dynamics/Power Apps is a plus
Other Position Requirements:
Complete tasks delegated/assigned by the Team Leader
Perform other reasonable duties as required
Australia
CA, PH + 2 more
