Customer Service - Hardship Agent

Probe CX; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Mental health & well-being platform

Team social events

Employee discounts (Flare)

Inclusive culture

Job summary

Probe CX is seeking a Customer Service and Hardship Agent to support customers facing financial hardship, delivering empathetic, compliant assistance across voice and written channels from our Melbourne office. You will manage high-emotion interactions, navigate regulatory guidelines, and coordinate with teams to ensure accurate, audit-ready support.

Role requires at least 1 year in a contact centre or customer service, strong communication skills, and the ability to work across multiple

Qualifications

• At least 1 year of experience in contact centre or customer service.
• Strong verbal and written communication skills.
• Experience in collections or hardship is highly desirable.
• Ability to work across multiple systems and tools to complete interactions and admin workflows.
• Ability to take coaching feedback and apply it to improve performance.

Responsibilities

• Handle inbound and outbound interactions across Voice and Written channels (Email, Chat, SMS).
• Provide high-quality support by identifying customer needs and progressing hardship outcomes.
• Maintain emotional resilience and professional boundaries with high-emotion cases.
• Follow all policies related to hardship support and customer vulnerability.
• Collaborate with Team Leaders and QA/Training to improve customer outcomes.
• Set up sustainable payment arrangements, fee waivers, or specialised support plans within regulatory frameworks.

Skills

Customer service experience

Verbal & written communication

Emotional resilience

Tools

Multiple systems & tools

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.

Make a Real Impact When It Matters Most

When people face sudden financial crises, whether due to family domestic violence (FDV), medical emergencies, or job loss, they need more than a script. They need a calm, analytical, and empathetic professional who can listen, navigate complex guidelines, and deliver sustainable outcomes

As a Customer Service and Hardship Agent, you will handle sensitive inbound and outbound interactions. You’ll manage high-emotion calls, balance strict ACMA regulatory compliance, and navigate multiple system profiles per customer to ensure accurate, audit-ready support.

Full-time (38 hours per week), working 5 days per week across a 7-day operation.

Melbourne High-rise office(Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station

Start Date: 2nd October 2026

Fixed Term Contract Ending: 24/12/2027

Australian based role.

Operation Hours: Monday to Sunday 8 AM to 8 PM

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to provide high-quality support by identifying customer needs and progressing appropriate hardship outcomes in a professional and consistent manner

Key Responsibilities:

Emotional Resilience & Boundaries: The ability to handle high-emotion, complex human stories daily while maintaining your own mental well-being and leaving work at the door.

Multi-Tasking & Digital Agility: Comfortable toggling across complex software tools and historical notes while keeping a customer engaged.

Compliance: Follow all policies and procedures related to hardship support and customer vulnerability.

Process Adherence: Ensure "first-time correctness" by applying correct processes and completing required checks.

Collaboration: Work with Team Leaders and support functions like QA and Training to improve customer outcomes.

Tailored Hardship Resolutions: Work within regulatory frameworks to set up sustainable payment arrangements, fee waivers, or specialised support plans that balance customer dignity with operational standards.

Fast Adaptation & Coaching: Receive daily live call coaching and unlearn/adapt quickly when compliance regulations update.

What you’ll bring

Emotional Resilience & Boundaries: The ability to handle high-emotion, complex human stories daily while maintaining your own mental well-being and leaving work at the door.

Multi-Tasking & Digital Agility: Comfortable toggling across complex software tools and historical notes while keeping a customer engaged.

At least 1 year of experience in contact centre or customer face customer service.

Strong verbal and written skills, including spelling, grammar, and clarity.

Previous experience in Collections or Hardship is highly desirable.

Proficiency in working across multiple systems and tools to complete interactions and admin workflows.

Ability to take coaching feedback and apply it consistently to improve performance.

Why Join Us?

Thrive personally and professionally with our unlimited mental health and well-being platform, designed to help you stay balanced.

Maximise 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.

About Probe CX

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.

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!