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 and Asia, 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.
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 **** 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 ******* 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.
Robust 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 ****.
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 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.

📌 Customer Service Agent (Western Australia)
🏢 Probe CX
📍 Western Australia