Customer Service and Administration Agent

Probe CX; Melbourne; Hybrid; AUD 52,000 - 66,000; Full time

Benefits offered by this job

Professional development

Hybrid work options

Diversity & inclusion

Job summary

Probe CX is seeking a Customer Service and Administration Agent in Melbourne to support customer experiences across multiple functions. You will liaise between end customers, energy retailers, and field service providers to ensure service delivery, resolve billing or meter reading queries, and manage back-office transactions.

Location: Hybrid options at 485 La Trobe St, Melbourne. Full-time role with weekday hours, no weekends.

Qualifications

• Stable, reliable customer service experience.
• Effective written and verbal communication.
• Accurate data entry and record-keeping.
• Ability to handle B2B transactions and invoicing workflows.

Responsibilities

• Handle inbound and outbound calls with customers, retailers, and field service providers.
• Process back-office tasks such as email and B2B transactions.
• Update customer accounts on various systems with notes and details.
• Investigate billing discrepancies, review meter data, and resolve disputes.
• Identify, handle, and escalate priority or critical issues to Management per procedures.
• Comply with privacy and data protection policies when handling personal data.

Skills

Customer service

Communication

Data entry

B2B transactions

Job description

About the role

As a Customer Service and Administration Agent, you will collaborate with the team to provide an outstanding customer experience across various functions. You will act as a critical link between end customers, energy retailers, and field service providers to ensure the seamless delivery of services, resolution of billing or meter reading queries, and processing of back-office transactions.

• Location: 485 La Trobe St, Melbourne (Hybrid options available)
• Position Type: Full-Time
• Hours: Monday to Friday, 8:00 AM - 5:00 PM (No weekend or public holiday shifts!)

Main Activities

• Handle inbound and outbound calls with customers, retailers, and field service providers regarding a variety of questions and concerns.
• Efficiently process back-office task types such as email and Business-to-Business (B2B) transactions.
• Update customer accounts on various systems with appropriate notes and details as required.
• Investigate billing discrepancies, review meter data, and resolve disputes efficiently.
• Identify, handle, and escalation priority or critical issues to Management in line with established procedures.
• Comply with Probe's privacy, data protection, and information security policies when handling personal data.

The Must-Haves

• Stable, hard-wired internet connection, NBN (no tethering or hotspotting)
• Full working rights to work in Australia
• Full flexibility to work the rotations roster
• Be 18 years of age at a minimum

What We Can Offer You

• Engaging and comprehensive professional development and training opportunities.
• A diverse and inclusive work environment where we actively foster a respectful workplace free from harassment.
• A culture rooted in compliance, safety, and business conduct where we act ethically with integrity, honesty, and trust.
• A supportive management structure that encourages process improvements and values your voice in our "speak up" culture.

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!