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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.
Join our team as a Customer Service Agent, handling diverse customer queries for a major Australian retailer. This permanent part-time role offers a competitive hourly rate and a hybrid work model, giving you flexibility while you grow your customer service career.
About the Role
You will be the voice for our client, handling calls from customers across Australia on a variety of matters including service, product, availability, and quality. The role is primarily focused on inbound voice interactions, but agents will gain exposure to email and other written channels over time. This position requires an agile individual who can adapt to different contact types and provide respectful, efficient service to help resolve customer concerns.
What your day looks like:
• Customer Engagement: Handle approximately 30-40 inbound calls per day, addressing diverse customer concerns.
• Problem Solving: Navigate various contact types to resolve customer issues efficiently, with a focus on first-call resolution.
• Flexibility: Initially focus on voice, with potential for upskilling to digital channels down the track.
• Quality & Adherence: Maintain high performance against KPIs, including 90% adherence and 90% QA.
Key Details
• Location: Probe Contact Solutions Office, 485 La Trobe Street.
• Hours: Part-time, 20-30 hours per week. Operating hours are 8:30 a.m. to 6:00 p.m., Monday to Sunday (rotating roster).
• Roster: Shifts are typically 5 days a week. Initial training period requires 4-8 weeks in the office (M-F), moving to a hybrid model with Monday/Friday WFH options.
• Commencement: Training starts on June 22nd.
What we’re looking for
• Customer Service Focus: A background in customer service or frontline service is valued.
• Agility & Adaptability: Ability to handle diverse call types and treat each customer interaction uniquely based on the nature of their concern.
• Tech Savvy: Basic computer and navigational skills. For work-from-home, you must provide your own Windows 11 PC/laptop (Macs are not supported), and a second monitor is preferred.
• Commitment: Must be flexible for operating hours of 8:30 a.m. to 6:00 p.m., Monday to Sunday.
The Perks
• Stability & Growth: Permanent part-time role with opportunity for career growth and increased hours.
• Hybrid Model: Enjoy the flexibility of working from home on designated days after your initial training period.
• A Solid Team: We look after each other with regular social events and an inclusive atmosphere that makes coming to work easy.
• Everyday Savings: Use our Flare Benefits platform to get discounts on your groceries, petrol, and shopping.
• Support: Your mental health matters. You’ll have 24/7 access to wellbeing resources and personal safety support.
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.
Ready to start a more rewarding career?
Click on ‘Apply Now’. and take your place in our June intake!
Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.
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!