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.

We're on the lookout for multiple Customer Service Representatives to join our Melbourne Contact Centre on a Full-Time Fixed Term (6 months) basis who understand that every interaction can make a real difference in a person’s life. Become an integral part of a team where you'll genuinely connect with meaningful work, collaborating with purpose to solve challenges, celebrate successes, foster continuous learning and development, and unlock valuable networking opportunities.

As a Customer Service Agent, your primary objective is to deliver world-class service on all inbound and select outbound calls. You will efficiently handle crucial card security tasks (stopping/reissuing lost/stolen cards and processing unauthorized transaction disputes) alongside essential account maintenance duties, such as arranging payments, updating details, issuing statements, and changing PINs. Providing accurate, timely responses with respect and empathy is paramount, as you document all interactions and strive for excellent customer satisfaction on every call.

Day in the life of a Customer Service Representative

• Service Excellence Superpower: Deliver exceptional customer service experiences in a dynamic inbound/outbound contact centre environment.

• Fountain of Knowledge: Become a trusted resource, providing comprehensive information on government programs and processes with an in-depth knowledge base at your fingertips.

• Human-First Approach: Consistently maintain a positive, empathetic, and professional approach in every interaction.

• Problem-solving Pro: Master complex enquiries, leveraging your in-depth knowledge and sharp problem-solving skills.

• You Love & Respect the Detail - Accurately capture customer details and log interactions in our intuitive CRM system.

Your skills to pay the bills!

• Excellent communication and interpersonal skills, with the ability to build rapport with customers.

• Strong problem-solving & critical thinking abilities to address customer queries effectively.

• Commitment to delivering impressive customer service experiences.

• Flexible & adaptable to changing priorities in a fast-paced environment.

• You are computer proficient (& are keen to develop further - we even have a comprehensive resource library built to help you).

The must-haves!

• Must be available to work in CBD Location (near Flagstaff station)

• Stable wired internet connection to work hybrid, predominantly WFH after KPIs met

• Available to work full time 38 hours per week within the fixed roster

• Fixed rosters between Monday to Sunday 8:00 am to 8:00 pm

• Fixed Term contract until 30th June with potential for longer

• Australian based role

• Be 18 years of age at a minimum

At Probe CX, we embrace flexibility. Talk to us about how this role can be flexible for you.

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!