Customer Service Representative

Probe CX; United States; Hybrid; USD 42,000 - 60,000; Full time

Job summary

Probe CX is recruiting for an inbound customer support role to provide information on federal grants, program updates, and business registrations. You’ll research answers, log call summaries, and resolve issues with care in a dynamic, hybrid setup.

Ideal candidates have high‑level English, strong typing, CRM navigation, and a clear background. Australian citizenship with a national police check is required. Two weeks of on‑site training precedes a gradual shift to a hybrid schedule.

Qualifications

• High-level English required for verbal and written communication.
• Strong computer literacy and ability to navigate a CRM and knowledge articles without errors.
• Australian citizenship with a national police check prior to starting.
• Full availability during initial 6 months on the floor with no extended leave during onboarding.

Responsibilities

• Navigate knowledge centers to locate eligibility guidelines and troubleshooting steps.
• Provide basic technical support by following standard scripts and escalate when needed.
• Document calls clearly in the CRM and complete post-call wrap‑up within 5 minutes.
• Deliver information in compliance with official guidelines and maintain data privacy.

Skills

English proficiency

CRM navigation

Typing speed

Background clearance

Tools

CRM software

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.

Key Details

• 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, 27th July 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).

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.