Hardship Support & Customer Care Specialist

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

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