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Emergency Response Customer Support Specialist
2 months ago
About Probe CX
At Probe CX, we are fueled by enthusiasm, driven by inquisitiveness, and guided by a mission to excel. Our team thrives on challenges, collaborating with innovative thinkers across various regions including the Pacific, Asia, and North America. Our commitment to continuous improvement is evident in our rapid growth, reflecting our dedication to our core values.
Role Overview
As a Customer Service Consultant specializing in Faults & Emergencies within our Utilities Campaign, you will play a vital role during critical situations, assisting customers through potentially hazardous scenarios. You will work closely with our partners to ensure that clients and stakeholders receive outstanding support through multiple communication channels. Your main task will be to deliver precise and timely guidance that could be crucial in life-threatening circumstances. This position requires flexibility, resilience, and a commitment to enhancing your skills in high-pressure environments.
Key Details
- Operating Hours: Rotational 24/7/365 schedule, including weekends and public holidays. Full availability is essential.
- Enjoy additional benefits for shifts outside core hours.
- Location: Onsite at designated offices.
- Multiple Full-Time Positions (38 hours per week).
- Paid Training Provided.
- Australian Based Role.
Key Responsibilities
- Manage customer inquiries and Fault & Emergency calls for Electricity and Gas Networks, operating around the clock.
- Handle both inbound and occasional outbound calls, addressing queries from customers, energy retailers, field service providers, and stakeholders.
- Collaborate with team members to identify and resolve issues, contributing to ongoing improvements.
- Process various customer service tasks, including emails, web forms, chats, and internal transactions.
- Provide accurate and timely responses and resolutions.
- Identify and escalate safety concerns as necessary.
- Recognize and escalate critical issues to leadership and key stakeholders when required.
Culture & Benefits
- A supportive working environment that values diversity, ensuring you feel appreciated and empowered every day.
- Unlimited access to a trusted mental health and well-being platform, promoting your overall wellness.
- Opportunities for career advancement, with a company dedicated to your professional development.
About You
You are an effective communicator with strong computer skills. You excel in an independent work setting and pay close attention to detail. Your dedication to following policies and procedures is unwavering. Your ability to simplify complex situations, ask insightful questions, and pursue continuous improvement makes you a valuable team member. Experience in a similar role, as well as familiarity with Salesforce or Genesys, is preferred but not mandatory.
Our Commitment
At Probe CX, we believe that work can be enjoyable. We promise that each day will bring new experiences and opportunities for fun. We are committed to recognizing your contributions and fostering an inclusive culture. Our focus is on continuous improvement and maintaining a diverse workforce. We believe in having a PURPOSE, investing in our PEOPLE, and being PASSIONATE about our work.
Probe CX values the diversity and talent of our workforce. We are proud to cultivate an inclusive culture that welcomes individuals from all backgrounds. We provide an environment that encourages different perspectives, allowing everyone to thrive.
At Probe CX, equality is more than just a statement – it is our commitment and way of life. We celebrate your unique self and value every individual's contribution to our collective success.
