At a Glance
- Tasks: Support customers with inquiries and provide guidance on billing and payment options.
- Company: Join Probe CX, a global leader in customer service with a passion for innovation.
- Benefits: Enjoy flexible hours, wellness programs, and employee discounts.
- Other info: Great career growth opportunities in a diverse and inclusive environment.
- Why this job: Make a real difference by helping customers navigate their financial concerns.
- Qualifications: Strong communication skills and previous customer service experience preferred.
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.
About the role
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
- Commencing 16th November 2026
- Multiple Part Time roles available.
- Operational Hours: Monday to Friday 8am - 7pm with fixed rostering.
- Training to be conducted onsite (Melb CBD) with a view to move to a flexible work scenario upon reaching competency.
- Benefits Include: access to staff benefits, flexible working arrangements/hours, 24/7 access to a trusted well being and safety support app.
Key Responsibilities
- Manage calls, email and live chat queries from customers.
- Handle every customer contact in line with client and company requirements in order to meet Key Performance Indicators (KPIs) and targets (KPIs and targets may be subject to change dependent on client and company requirements).
- Always apply first call resolution techniques to resolve customer enquiries effectively and efficiently.
- Achieve daily productivity, KPI’s and AHT targets.
Skills & Experience
- Excellent communication and listening skills, with the ability to communicate with and relate to a wide range of people through verbal and written methods.
- Confidence in dealing with objections and quickly building rapport with customers.
- Experienced in utilising multiple systems including CRM systems.
- Previous customer service experience preferred.
- High level of empathy and patience when dealing with vulnerable customers or complex financial hardship situations.
- Strong active listening and problem-solving skills to effectively de-escalate sensitive customer inquiries.
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.
- 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.
- Employee discounts - Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment.
- Employee Referral Program - we reward our employees for helping us find top talent.
About Probe CX
Probe CX is a global business of 17,000 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.
If you feel like this could be the right role for you, apply now.
Customer Service Agent in Melbourne employer: Probe CX
At Probe Group, we pride ourselves on being an exceptional employer that champions innovation and personal growth. Our collaborative work culture encourages employees to think differently and challenge the status quo, while our commitment to diversity ensures that every voice is heard and valued. With opportunities for professional development and a focus on meaningful client outcomes, working as a Digital Experience Architect in vibrant locations like Melbourne, Sydney, or the Gold Coast offers a unique chance to make a real impact in the digital transformation landscape.
