About this role

Be the Difference in the Moments That Define Everything OR Build a Career Where Every Decision Changes Lives.

In this role, you will be the primary point of contact for customers calling with questions about their accounts, billing breakdowns, and payment arrangements. You will deliver exceptional customer service to residential utility customers by managing inbound inquiries regarding billing, payment extensions, move-ins/move-outs, and direct debit setups while accurately navigating multiple platforms.

As a Customer Service Agent and the critical front line for Western Australia’s leading energy provider, you’ll act as a supportive guide for residential electricity customers, handling inbound inquiries to assist with power bill clarity, payment options, and sensitive financial hardship assessments. It is a pure service and care campaign, meaning there are no sales targets.

Key Details

- Commencement Date: 30th November 2026
- Multiple ongoing casual positions available
- Monday to Friday, 7:00 AM to 7:00 PM rotating roster; ~15 hours/week average up to 38 hours
- Location: 2/8 Davidson Terrace, Joondalup WA 6027
- 13 days full-time facilitated training (8:00 AM – 4:45 PM) + 6 weeks embedment

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to manage these inquiries through proactive outreach, acting as an empathetic, solutions-oriented guide for customers navigating their power accounts. Calls will range from standard account queries and moves to complex billing investigations and sensitive financial conversations.

Key Responsibilities:

- Handle inbound and outbound customer inquiries across Voice, Email, Chat, and SMS regarding billing, payment arrangements, extensions, and account management.
- Achieve First Call Resolution (FCR) while managing after-call work (ACW) within targets.
- Apply active listening and empathy to identify underlying hardship or vulnerability and escalate complex cases appropriately.
- Educate customers on energy-saving strategies and assist with high bill or meter reading inquiries.
- Navigate at least 3 software platforms (Salesforce/Telephony integration, MS Teams) simultaneously across triple-monitor setups.
- Maintain composure and emotional resilience during challenging customer interactions.

What you’ll bring

- Resilience and emotional composure when handling challenging or sensitive conversations while maintaining professional boundaries.
- Strong empathy and active listening skills to tailor supportive solutions to customer needs.
- Digital agility and multi-tasking ability to toggle across complex software applications efficiently while conversing.
- Strong written and verbal communication skills, including high standards of spelling, grammar, and clarity.
- Receptiveness to feedback and a continuous improvement mindset to quickly adapt to operational and compliance changes.
- Strong interpersonal skills to establish effective working relationships with team leaders, managers, and peers.
- Full availability Monday–Friday between 7:00 AM and 7:00 PM.
- Ability to complete 13 consecutive full-time days of paid training starting 30 November 2026.

Why Join Us?

- Thrive personally and professionally with an unlimited, 24/7 access mental health and well-being platform, designed to help you stay balanced.
- Maximize 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 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.

How to Apply?

Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

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!