Customer Service & Faults & Emergencies Consultant

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

As a Faults & Emergencies Customer Service Consultant for our Utilities Campaign, you'll be a critical lifeline during emergencies, guiding customers through potentially life-threatening situations such as live wires in their homes. Collaborating closely with our clients, you'll ensure that customers and stakeholders receive exceptional support through various contact channels. Your primary responsibility will be to provide accurate and timely instructions that could make a life-saving difference. This role demands adaptability, resilience, and a dedication to ongoing improvement in handling high-pressure situations.

Key Details

• Operating Hours: Rotational 24/7/365 rotational roster, including weekends and public holidays. (Must have full availability to be rostered 24/7/365) No permanent rostering

• Enjoy shift loading benefits for non-core hours.

• Location: Onsite at Probe's LaTrobe St offices.

• Multiple Full Time Positions (38 hours per week)

• Commencing ASAP

• Paid Training

• Australian Based Role

Key Responsibilities

• Manage Customer Service and Fault & Emergency calls for Electricity and Gas Networks, operating 24x7x365.

• Handle inbound calls and occasional outbound calls, addressing inquiries from customers, energy retailers, field service providers, and stakeholders.

• Collaborate with colleagues to identify and resolve issues, contributing to continuous improvements.

• Process various customer service tasks including emails, web-forms, chats, and internal transactions.

• Provide accurate and timely responses and outcomes

• Identify safety issues and escalate

• Identity and escalate critical issues to leadership and key stakeholders where required

Culture & Benefits

• Fantastic working environment that celebrates diversity, ensuring you feel valued, supported and empowered every single 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 that invests in your professional growth and development.

About You

You are a highly effective communicator with strong computer literacy. You thrive in an autonomous work environment and pay meticulous attention to detail. Your commitment to adhering to policies and procedures is unwavering. Your ability to simplify complex situations, your knack for asking smart questions, and your relentless pursuit of improvement make you an invaluable asset. Ideally you would have experience in a similar role as well as Salesforce or Genesys exposure however this is not essential.

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 – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!