Customer Service Consultant

Probe Group; City of Melbourne; On-site; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Sonder mental health platform access

Lifestyle savings via Flare benefits

Office group activities and events

Job summary

Probe Group is seeking Customer Service Consultants in Melbourne to provide essential, non-sales support for a major utility provider. You will handle emergency and general inquiries, focusing on fault reporting, life-support, and grid connections, in a permanent full-time role.

The position requires 38 hours per week with start on 26 October 2026 and a standard 8:00 AM–5:00 PM roster; 24/7 availability may be needed during emergencies. Comprehensive paid training is provided.

Qualifications

• Must be highly proficient with multiple computer systems and monitors.
• High emotional intelligence to manage critical conversations calmly.
• Long-term commitment to a permanent role in a fast-paced environment.
• Flexible roster requirements including 24/7 rotation during emergencies.
• Clearance for a National Police Check and valid visa with working rights.

Responsibilities

• First Response Support: act as the initial contact for electricity inquiries with empathy and speed.
• Emergency Dispatch Processing: log and coordinate Priority 1 hazards like live lines and outages.
• Protect Vulnerable Customers: follow scripted workflows to support life-support equipment users.
• Account Solutions Logistics: handle property handovers, relocations, and grid connections inquiries.
• Multi-Screen Documentation: log faults in real-time across multiple systems and databases.
• Maintain precise documentation and logs within internal databases across multi-screen systems.

Skills

Computer literacy

Emotional intelligence

Resilience & commitment

Roster flexibility

Compliance readiness

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.

Job Description

Join a fast-paced, essential services team providing critical support to the community. We are looking for resilient, passionate, and dedicated Customer Service Consultants to join operations team in Melbourne. In this role, you will handle emergency and general inquiries for a major utility provider, serving as a critical lifeline for electricity-related inquiries, fault reporting, and life-support emergencies.

This is a pure service role with no sales and no billing tasks—your sole focus is providing impactful, essential support when it matters most.

• Work Type: Permanent Full-time, 38 hours per week
• Commencement Date: Monday, 26th October 2026
• Roster Balance: Standard 8:00 AM – 5:00 PM, Monday to Friday. (Note: 24/7 availability may be required during emergency fault events)
• Training Period: 2 Weeks Comprehensive Paid Training (Monday to Friday, 9:00 AM - 5:00 PM)
• Australian Based Role

Key Responsibilities:

• First Response Support: Act as the first point of contact for incoming electricity distribution and infrastructure inquiries, maintaining high empathy and clear responsiveness.
• Emergency Dispatch Processing: Efficiently log and coordinate critical Priority 1 hazards, such as live or sparking electrical lines, vehicle collisions with infrastructure, and localized blackouts.
• Protect Vulnerable Customers: Execute urgent, scripted process workflows to support life-support customers whose specialized medical equipment relies on grid stability.
• Account Solutions Logistics: Process general field inquiries regarding property handovers, relocations, and establishing brand-new grid connections.
• Multi-Screen Documentation: Navigate multi-monitor tracking interfaces and internal customer databases in real time to accurately log asset faults live.
• Maintain precise documentation and logs within internal databases while navigating multi-screensystems in real time

What You'll Bring

• Strong Computer Literacy: This is a strict, non-negotiable requirement. You must be comfortable multitasking across several systems, software platforms, and monitors simultaneously.
• High Emotional Intelligence (EQ): The ability to stay calm, alert, and deeply empathetic when handling critical, high-stakes emergency conversations.
• Resilience & Commitment: A passion for long-term career growth in a permanent position, with agenuine work ethic suited to a fast paced environment.
• Roster Flexibility: Complete, uncompromised availability to accommodate a 24/7 rotational shift pattern.
• Compliance Readiness: Ability to clear a National Police Check and hold a valid visa with at least 12 months of working rights.

Why Join Us?

• A Vibrant Open-Floor Culture: Work in a uniquely transparent environment featuring live music on the floor via our center speaker system, a shared in-office mini library, and a strict "no bossing around" policy where your voice is always heard.
• 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.
• Career Gateway to the Utilities Sector: Gain specialized knowledge in a recession-proof industry. Successful consultants frequently move into permanent career placements directly with our primary client networks.

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!

Probe CX is a global business of 9,000 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.