Customer Service Agent

At Probe CX, expect to think differently, challenge the norm and find your purpose.

About the Role

In the role of Customer Service Agent, your main duties include handling inbound and some outbound calls from online shoppers, updating customer accounts, tracking delivers, general inquiries and coordinating order deliveries with stores and drivers. Youll also respond to store and customer emails, process B2B requests, and escalate critical issues when necessary. Ensuring compliance with quality assurance guidelines is crucial, and promoting a safe, sustainable workplace and participating in ongoing training and development are key components of this role.

Dont miss this chance to make a difference and excel in your career!

Key Details:

• Commencing: ASAP

• Multiple part time (20 - 30 hours per week) positions available.

• Work Hours: Monday to Friday - 6am to 12pm. Saturday to Sunday 7am to 10pm. You must have full availability to be rostered between these days and hours.

• Location Melbourne CBD:Hybrid working model once you meet competency in the role and you are achieving all KPI’s.

• Australian Based Role

Key Responsibilities:

• Taking inbound calls from the customers who are shopping online for store products and resolve their enquiries..

• Update customers’ accounts with appropriate notes and details after each interaction.

• Liaise with the stores and the CSAs to assist in the delivery of the orders to the customers.

• Answer calls from the Stores and drivers to help them with their enquiries.

• Occasional outbound calls to coordinate the delivery of the items to the customers.

• Send appropriate emails/communication to the stores following the calls from the customers, where applicable.

• Process B2B customer requests.

• Process and respond to customer and store emails in the Customer Care and Priority inbox.

• Escalate the critical issues to the Management, where required.

About You

You excel in problem-solving and conflict resolution with strong communication skills. Building relationships effortlessly, typing accurately, working autonomously, and maintaining service quality under pressure showcase your attention to detail and team-player mentality, making you an ideal fit for our dynamic work environment.

Candidate Experience Day

If selected, youll be invited to join us for a unique Day in the Life experience at Probe CX. This event goes beyond the confines of a typical interview, offering you an immersive opportunity to witness our culture firsthand and demonstrate your skills beyond whats on paper. Its a chance for us to get to know each other better and for you to explore the exciting possibilities of joining our team.

Culture & Benefits:

• Experience a supportive working culture where youll feel valued every day.

• Unlimited access to a trusted mental health and well-being platform, giving you peace of mind and helping you thrive.

• Opportunities for career progression with a company committed to your development.

WFH Requirements:

• Windows 10 based PC & Monitor Or Windows 10 based Laptop with an i5 processor and 8GB RAM or equivalent.

• Anti-Virus installed and Windows Defender switched on.

• Reliable internet connection - No hospotting or tethering.

• Headset with a microphone.

• Note: Macbooks as they are not compatible with our system.

If you feel like this could be the right role for you, apply now.

Our promise to you.

There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do.

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.

At Probe CX equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating you and your 100%!