Customer Service Representative

2 months ago

Melbourne, Victoria, Australia Probe CX Full time

**Job Summary**

At Probe CX, we're seeking a highly skilled and dedicated individual to join our team as a Faults & Emergencies Customer Service Consultant for our Utilities Campaign. As a critical lifeline during emergencies, you'll be guiding customers through potentially life-threatening situations, ensuring they receive exceptional support through various contact channels.

**Key Responsibilities**

  • Manage customer service and fault & emergency calls for electricity and gas networks, operating 24/7/365.
  • 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 them.
  • Identify and escalate critical issues to leadership and key stakeholders where required.

**Requirements**

  • Highly effective communicator with strong computer literacy.
  • Thrives in an autonomous work environment and pays meticulous attention to detail.
  • Unwavering commitment to adhering to policies and procedures.
  • Ability to simplify complex situations, ask smart questions, and pursue improvement.

**What We Offer**

  • 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 Probe CX**

We're a company that believes in having a purpose, investing in our people, and being passionate about what we do. We're committed to continuously improving and maintaining our diverse and inclusive workforce. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

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