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, 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. The Role: Make a Critical Impact Step up to a role that matters. As a Full-Time Critical Response Agent, you will be on the front lines of our essential service delivery team for our Utilities Campaign. You will be the reassuring voice for customers and stakeholders during critical times, such as power outages caused by storms, accidents, or heavy rain. Your mission is to provide accurate, timely, and easy-to-understand information, ensuring an exceptional customer experience. We are looking for resilient, adaptable professionals who are committed to continuous improvement. Key Details: Full Time 38 hours per week Operating Hours: Monday to Sunday 24/07 365 days, including public holidays Location: Onsite at 485 La Trobe Street Melbourne VIC. Australian Based Role - You must hold either Citizenship, Permanent residency or Graduate Visa in Australia Your Core Mission: Be the first point of contact for fault and emergency calls across both Electricity and Gas Networks. Engage with a diverse range of contacts - from customers and energy retailers to field service providers and key stakeholders - through inbound and occasional outbound calls. Process and manage customer service interactions across multiple channels, including emails, web-forms, internal transactions, and chats. Actively collaborate with peers to troubleshoot issues and drive continuous improvement within our processes. What You'll Bring (About You) You are a natural problem-solver with highly effective communication skills and strong computer literacy. You thrive working autonomously and possess meticulous attention to detail. Your value lies in your ability to simplify complex situations, ask smart questions, and maintain an unwavering commitment to policy adherence. Highly Desirable: While not essential, previous experience in a similar role or exposure to systems like Salesforce or Genesys is a plus. What’s in it for you? Enjoy financial & non-financial incentives - We celebrate & reward our team members as part of our high-performance culture. Career Growth - We move at pace, so do our team members when it comes to career progression & development. This is a differentiator - with a global footprint, internal career pathways are a lived reality. Health & Well-being - We care about more than just your work. We empower our team with resources for a healthier, safer life—both on and off the clock. This includes a robust wellness program and a 24/7 personal safety and support service. Employee discounts - Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands. Employee Referral Program - we reward our employees for helping us find top talent. Refer a candidate and you could receive a bonus. About Probe CX 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! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.