Customer Service Agent

Probe Cx; City Of Joondalup; On-site; AUD 34,000 - 44,000; Full time

Benefits offered by this job

24/7 mental health platform

Flare discounts

Social events

Job summary

Probe Group in Western Australia is seeking a Customer Service Agent to be the frontline contact for residential electricity customers, handling billing, payments and account management across Voice and Written channels.

As part of a pure service and care campaign with no sales targets, you will undergo 13 days of paid training starting 30 November 2026 and work a rotating schedule Monday–Friday between 7:00 AM and 7:00 PM.

Qualifications

• Demonstrated customer service experience handling inquiries across multiple channels.
• Ability to remain empathetic and resilient in sensitive conversations.
• Strong written and verbal communication with clear spelling and grammar.

Responsibilities

• Handle inbound and outbound inquiries across Voice, Email, Chat and SMS regarding billing and account management.
• Achieve First Call Resolution while managing after-call work within targets.
• Identify hardship or vulnerability and escalate complex cases appropriately.
• Educate customers on energy-saving strategies and payment options.

Skills

Customer service

Empathy

Active listening

Written and verbal communication

Tools

Salesforce

MS Teams

Job description

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 OR Build a Career Where Every Decision Changes Lives.

In this role, you will be the primary point of contact for customers calling with questions about their accounts, billing breakdowns, and payment arrangements. You will deliver exceptional customer service to residential utility customers by managing inbound inquiries regarding billing, payment extensions, move-ins/move-outs, and direct debit setups while accurately navigating multiple platforms.

As a Customer Service Agent and the critical front line for Western Australia’s leading energy provider, you’ll act as a supportive guide for residential electricity customers, handling inbound inquiries to assist with power 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: 30th November 2026
• Multiple ongoing casual positions available
• Monday to Friday, 7:00 AM to 7:00 PM rotating roster; ~15 hours/week average up to 38 hours
• Location: 2/8 Davidson Terrace, Joondalup WA 6027
• 13 days full-time facilitated training (8:00 AM – 4:45 PM) + 6 weeks embedment

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to manage these inquiries through proactive outreach, acting as an empathetic, solutions-oriented guide for customers navigating their power accounts. Calls will range from standard account queries and moves to complex billing investigations and sensitive financial conversations.

Key Responsibilities:

• Handle inbound and outbound customer inquiries across Voice, Email, Chat, and SMS regarding billing, payment arrangements, extensions, and account management.
• Achieve First Call Resolution (FCR) while managing after-call work (ACW) within targets.
• Apply active listening and empathy to identify underlying hardship or vulnerability and elevate complex cases appropriately.
• Educate customers on energy-saving strategies and assist with high bill or meter reading inquiries.
• Navigate at least 3 software platforms (Salesforce/Telephony integration, MS Teams) simultaneously across triple-monitor setups.
• Maintain composure and emotional resilience during challenging customer interactions.

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.
• Full availability Monday–Friday between 7:00 AM and 7:00 PM.
• Ability to complete 13 consecutive full-time days of paid training starting 30 November 2026.

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.