Customer Experience Agent

Probe Contact Solutions Australia Pty Ltd; City of Melbourne; On-site; AUD 39,000 - 47,000; Full time

Benefits offered by this job

Staff benefits

Flexible hours

Wellbeing app

Job summary

Probe CX is seeking casual customer service representatives in Melbourne to handle calls, emails and live chats for Myer customers. You will provide product information, assist with purchases in one call, and work on a rotating roster with onsite training at Melb CBD, with a view to moving to a flexible work setup after competency.

Role emphasizes first-call resolution, target achievement, and high-quality customer interactions.

Qualifications

• Previous customer service experience preferred.
• Excellent communication and listening skills.
• Experience with CRM systems.

Responsibilities

• Manage calls, email and live chat queries from customers.
• Provide customers with informed product and service information and use consultative sales techniques to assist the customer’s purchase/enquiry in one phone call.
• Always apply first call resolution techniques to resolve customer enquiries effectively and efficiently.

Skills

Customer service

Communication

CRM systems

Objection handling

Job description

About the role

In this role, you will be working on behalf of Myer, one of Australia's most prestigious retailers managing a range of customer enquiries in relation to product information, product deliveries, click & collect, online shopping, gift registries, gift cards as well as the client's Rewards program.

Key Details

Multiple start dates commencing Casual roles available. Open 7 days and operating Monday to Friday 9am - 6pm and Saturday and Sunday 10am - 5pm on a rotating roster. Shifts available across all days giving you flexibility! Training to be conducted onsite (Melb CBD) with a view to move to a flexible work scenario upon reaching competency.

Benefits

• 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.
• Provide customers with informed product and service information and use consultative sales techniques to assist the customer’s purchase/enquiry in one phone call.
• 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.

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 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; At Probe, expect to think differently, challenge the norm and find your purpose.

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.