Customer Service Agent

Probe CX; City of Melbourne; Hybrid; AUD 39,000 - 47,000; Part time

Benefits offered by this job

Sonder mental health platform

Flare employee savings

Team activities & events

Job summary

Probe CX is seeking an inbound advisor to serve as the first point of contact for government grant information and business registrations. You will research complex guidelines, guide customers through online portals, and log interactions in the CRM with accuracy.

The role requires Australian citizenship and a thorough background check, with training on-site followed by a hybrid schedule in Melbourne CBD, blending office and remote work.

Qualifications

• High-level English proficiency is mandatory.
• Strong computer literacy with CRM navigation and research in knowledge bases.
• Australian Citizen with clean national criminal history check required.

Responsibilities

• Navigate knowledge centers to locate eligibility guidelines and grant calculators.
• Provide basic technical troubleshooting for online portals and escalate when needed.
• Document calls clearly in the CRM with concise post-call wrap-ups.

Skills

English proficiency

CRM navigation

Typing accuracy

Tools

CRM

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, 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.**Key Details*** Due to the nature of our government client's operations, applicants must be **Australian Citizens*** Hours & Schedule: Dynamic casual schedule running between 0 to 38 hours per week based on fluctuating business demand.* Roster Parameters: Operational shifts run strictly Monday to Friday between 8:00 AM and 8:00 PM (No standard weekends). True casual availability to assist at short notice when seasonal volume surges hit is highly valued.* Commencement Date: Monday, 12th October 2026.* The Training Blueprint: Your first 2 weeks consist of mandatory, comprehensive full-time training on-site from 9:00 AM to 5:00 PM, Monday to Friday.* The Hybrid Workflow: Upon graduating training and reaching operational competency, you will gain access to our hybrid model, working a minimum of 2 days per week in our Melbourne CBD office with the rest spent working comfortably from home.* Equipment Requirements: Probe CX provides your specialized headset. Agents must provide their own personal Windows-based PC/Laptop (Macbooks are incompatible due to system security protocols) hooked up via a hardwired NBN ethernet connection (no hotspotting or mobile tethering).**The Role**In this rewarding inbound customer position, you will be the first point of contact for businesses and individuals seeking information on federal grants, program updates, and business registration processes. This is a balanced, value-driven desk where you are given the time and administrative buffer to truly research answers, log freehanded call summaries, and solve problems.Key Responsibilities:* Navigate Complex Knowledge Centers: Use advanced research skills to locate precise eligibility guidelines, troubleshooting parameters, and grant calculators to support callers.* Basic Technical Troubleshooting: Walk customers through standard online platform scripts to solve business registration portal or technical web issues, escalating cases to specialized IT desks when required.* Flawless Case Documentation: Log detailed, clear, and error-free interaction notes live on our CRM database, utilizing an administrative post-call wrap-up (ACW) window of under 5 minutes to categorize caller intent.* Uphold Government Compliance: Deliver clear information strictly in accordance with official department guidelines, acting with absolute data privacy, integrity, and professional diplomacy on every call.**What you'll bring*** High-Level English Proficiency: Exceptional, flawless verbal and written English skills are a non-negotiable mandatory requirement for representing a premium government portfolio.* System Agility & Typing Accuracy: Strong computer literacy with the ability to navigate a CRM, web tabs, and multiple knowledge articles seamlessly without spelling or grammar errors.* Background Clearances: Must be an Australian Citizen and satisfactorily complete a comprehensive national criminal history police check prior to starting.* Preboarding Availability: Full availability through your initial 6 months on the floor, with no pre-planned extended international holidays or leave blocks accommodated during the onboarding lifecycle.* Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive.* Access to everyday lifestyle 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.* Participate in fun group activities like Pizza/takeout days, Office Pajama days, and celebrate holidays and seasonal festivals in the office with food and games.* A respectful, inclusive, and ethical workplace culture that values integrity, honesty, and mutual supportClick on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.**About Probe***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!*