{"id":4058083,"url":"https://alion.io/job/probe-cx-customer-service-agent","title":"Customer Service Agent","company":{"id":2948209,"name":"Probe CX","domain":"probecx.com","url":"https://alion.io/company/probecx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Joondalup, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Teams","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-30T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-13T21:27:27Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"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.\nBe the Difference in the Moments That Define Everything OR Build a Career Where Every Decision Changes Lives.\nIn 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.\nAs 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.\nKey Details\nCommencement Date: 30th November 2026\nMultiple ongoing casual positions available \nMonday to Friday, 7:00 AM to 7:00 PM rotating roster; ~15 hours/week average up to 38 hours\nLocation: 2/8 Davidson Terrace, Joondalup WA 6027\n13 days full-time facilitated training (8:00 AM - 4:45 PM) + 6 weeks embedment\nThe Role\nYou 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.\nKey Responsibilities:\nHandle inbound and outbound customer inquiries across Voice, Email, Chat, and SMS regarding billing, payment arrangements, extensions, and account management.\nAchieve First Call Resolution (FCR) while managing after-call work (ACW) within targets.\nApply active listening and empathy to identify underlying hardship or vulnerability and escalate complex cases appropriately.\nEducate customers on energy-saving strategies and assist with high bill or meter reading inquiries.\nNavigate at least 3 software platforms (Salesforce/Telephony integration, MS Teams) simultaneously across triple-monitor setups. \nMaintain composure and emotional resilience during challenging customer interactions.\nWhat you’ll bring\nResilience and emotional composure when handling challenging or sensitive conversations while maintaining professional boundaries.\nStrong empathy and active listening skills to tailor supportive solutions to customer needs.\nDigital agility and multi-tasking ability to toggle across complex software applications efficiently while conversing.\nStrong written and verbal communication skills, including high standards of spelling, grammar, and clarity.\nReceptiveness to feedback and a continuous improvement mindset to quickly adapt to operational and compliance changes.\nStrong interpersonal skills to establish effective working relationships with team leaders, managers, and peers.\nFull availability Monday-Friday between 7:00 AM and 7:00 PM.\nAbility to complete 13 consecutive full-time days of paid training starting 30 November 2026.\nWhy Join Us?\nThrive personally and professionally with an unlimited, 24/7 access mental health and well-being platform, designed to help you stay balanced.\nMaximize your lifestyle with everyday savings on technology, fuel, groceries, and entertainment through Flare.\nEnjoy a vibrant workplace culture with regular social events, themed office days, and festive celebrations.\nRespectful, inclusive, and ethical workplace culture that values integrity and honesty.\nAbout Probe CX\n 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.\nWe 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!\nProbe 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.\nHow to Apply?\n Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.\nProbe 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.\nWe 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!","description_format":"text","description_chars":5559,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-11T06:36:07Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.615,"p_room":0.9,"age_days":13,"expected_fill_days":26,"reasons":["conf:8","stale_co","velocity","win:mid"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/probe-cx-customer-service-agent","json_url":"https://alion.io/job/probe-cx-customer-service-agent.json","meta":{"generated_at":"2026-11-14T02:08:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2551,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2948209},"rest":"https://alion.io/mcp/rest/get_company?id=2948209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprobe-cx-customer-service-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprobe-cx-customer-service-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprobe-cx-customer-service-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/probe-cx-customer-service-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprobe-cx-customer-service-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4058083}},{"tool":"search_jobs","arguments":{"company":"probecx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4058083},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}