Customer Service Agent

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.

Be the Difference in the Moments That Define Everything.

In this role, you will be the primary point of contact for customers calling with questions about their accounts, billing breakdowns, and service arrangements. You will deliver high-quality, supportive service, taking the time to listen and help resolve complex issues efficiently.

As a Call Center Agent and the critical front line for our water utilities client, you’ll act as a supportive guide for residential customers handling both inbound inquiries and proactive outbound calls to assist with bill clarity, payment options, and sensitive financial hardship assessments. It is a pure service and care campaign, meaning there are no sales targets.

Key Details

• Commencement Date: 16th November 2026
• Permanent part-time position with 20 - 25 hours per week
• Operational Hours: Monday to Friday 8am - 7pm with fixed rostering. Fixed shift blocks: AM (start times between 8:00 AM – 10:00 AM) or PM (start times between 12:00 PM – 1:30 PM, finishing up to 7:00 PM).
• Melbourne High-rise office(Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station
• Hybrid arrangement available after 3 months (2 days WFH / 3 days in office) and upon achieving KPIs
• Paid Training Period for 10–12 business days (Monday to Friday, 9:00 AM – 5:00 PM)

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to deliver dependable, sustainable services while serving as the primary point of contact for customers calling with questions about their accounts, billing breakdowns, and service arrangements. You will deliver high-quality, supportive service, taking the time to listen and help resolve complex issues efficiently.

Key Responsibilities:

• Handle inbound and outbound customer inquiries across Voice, Email, Chat, and SMS regarding billing, payment arrangements, extensions, and account management.
• Manage sensitive, emotionally complex customer interactions and conduct hardship assessments.
• Navigate multiple software systems to retrieve customer records, process account updates, and complete admin workflows during interactions.
• Document interaction details accurately to maintain complete, up-to-date customer records.
• Participate in regular coaching sessions, quality reviews, and ongoing training to align with process and compliance updates.

What you’ll bring

• Resilience and emotional composure when handling challenging or sensitive conversations while maintaining professional boundaries.
• Strong empathy and active listening skills to tailor supportive solutions to customer needs.
• Digital agility and multi-tasking ability to toggle across complex software applications efficiently while conversing.
• Strong written and verbal communication skills, including high standards of spelling, grammar, and clarity.
• Receptiveness to feedback and a continuous improvement mindset to quickly adapt to operational and compliance changes.
• Strong interpersonal skills to establish effective working relationships with team leaders, managers, and peers.
• Availability to complete 2 weeks of full-time paid training on-site starting November 16th and work full-time on-site for the initial 3 months.

Why Join Us?

• Thrive personally and professionally with an unlimited, 24/7 access mental health and well-being platform, designed to help you stay balanced.
• Maximize your lifestyle with everyday savings on technology, fuel, groceries, and entertainment through Flare.
• Enjoy a vibrant workplace culture with regular social events, themed office days, and festive celebrations.
• Respectful, inclusive, and ethical workplace culture that values integrity and honesty.

About Probe CX

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

How to Apply?

Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!