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SalaryAt 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.
Responsible for developing and maintaining accurate and detailed content within the Knowledge Base, you will communicate to all members of the Contact Centre any new features/functionalities and will assist in keeping knowledge material updated and accurate.
We are seeking someone that will be able to inspire and motivate people to be passionate about customer experience through engaging training programs. You will also focus on continuous improvement by assisting with ongoing, long-term improvement of employees' skills, enabling them to reach their potential whilst employed with Probe.
Key Details:
Commencing ASAP
Full time | Fixed term contract to December 2023 (View to extend)
Standard business hours | Monday to Friday 9am - 5pm (with some flexibility required on occasion)
Melbourne CBD
Probe Group will ask candidates to provide Vaccination Certificates this role requires time to be spent on site
Key Responsibilities:
Develop and maintain a thorough understanding of products, services, processes and systems to ensure an exceptional level of customer service and knowledge is displayed
Facilitate highly effective and engaging training to new and existing consultants to achieve set training outcomes
Responding to client requirements and user feedback
Responsible for daily monitoring of usage of Knowledge Base tools
Be accountable for ensuring a high speed to competency is developed in trainees, including technical skills
Monitor speed to competency results and reporting tools to identify opportunities to add value to stakeholders and their teams through offering targeted training programs
Identify knowledge and skill gaps within teams and work with internal and external stakeholders to design and deliver tailored training programs
Skills & Experience:
Facilitation skills and ability to engage learners
Content development and instructional design (advantageous)
Proven experience in a similar high volume contact centre environment
Ability to manage workload and ensure quality of service while working under pressure and to deadlines
Problem solving, negotiation and conflict resolution skills
High level oral and written communication skills
Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion
