Customer Service Agent

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

Benefits offered by this job

Hybrid work model

Sonder mental health support

Lifestyle savings via Flare

Job summary

Probe CX is seeking 12 casual Customer Service Agents in Melbourne to assist businesses and individuals with federal grants and program updates. You’ll use digital knowledge tools, research precise information, and log case notes in CRM. Training is on-site for two weeks, followed by a hybrid schedule with at least two days/week in the Melbourne CBD office.

Applicants must be Australian citizens. The role offers a dynamic casual schedule (0–38 hours/week), weekday shifts, and strong emphasis on

Qualifications

• High-level English proficiency required for premium government portfolio.
• Strong research skills to locate precise eligibility guidelines and grant information.
• Must be Australian citizen and clear police background.

Responsibilities

• Serve as first point of contact for inquiries about federal grants and programs.
• Provide basic technical assistance and guide users through online portals; escalate when needed.
• Document calls clearly in CRM with concise post-call notes and timely wrap-ups.

Skills

High-Level English

CRM & Research Skills

Australian Citizenship & Police Check

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.

Are you a clear, professional communicator looking for a rewarding role that avoids exhausting, back-to-back phone lines? We are seeking 12 dedicated casual Customer Service Agents to act as vital guides for companies navigating official government support programs. You will leverage digital tools and knowledge centers to fuel business growth across Australia.

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.

Why Join Us? 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 support

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! 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.