Emergency Response Customer Support Specialist

7 days ago

Melbourne, Victoria, Australia Probe CX Full time

About Probe CX

At Probe CX, we are fueled by enthusiasm, driven by inquiry, and motivated by a mission to excel. We embrace challenges and strive for improvement every day. Our clientele spans across various regions, including the Pacific, Asia, and North America, allowing us to think expansively and collaborate with innovative thinkers to achieve remarkable outcomes. Our commitment to continuous enhancement is evident in our rapid growth, which reflects our dedication to this principle.

Role Overview

As a Faults & Emergencies Customer Support Specialist for our Utilities Campaign, you will serve as a vital resource during crises, assisting customers through potentially hazardous scenarios such as electrical hazards in their residences. Working closely with our partners, you will ensure that both customers and stakeholders receive outstanding assistance through multiple communication channels. Your main duty will be to deliver precise and prompt guidance that could be crucial in life-threatening situations. This position requires flexibility, resilience, and a commitment to continual improvement in managing high-stress circumstances.

Key Details

  • Operating Hours: Rotational 24/7/365 schedule, including weekends and public holidays. Full availability is essential for this role.
  • Enjoy additional compensation for shifts outside of core hours.
  • Location: Onsite at Probe's designated offices.
  • Multiple Full-Time Positions (38 hours per week).
  • Paid Training provided.
  • Australian Based Role.

Key Responsibilities

  • Manage customer service and emergency response calls for Electricity and Gas Networks, operating around the clock.
  • Handle incoming inquiries and occasional outbound communications, addressing questions from customers, energy retailers, field service providers, and stakeholders.
  • Collaborate with team members to identify and resolve issues, contributing to ongoing enhancements.
  • Process various customer service tasks, including emails, web forms, chats, and internal transactions.
  • Provide accurate and timely responses and resolutions.
  • Identify safety concerns and escalate as necessary.
  • Recognize and escalate critical issues to leadership and key stakeholders when required.

Culture & Benefits

  • A fantastic working environment that celebrates diversity, ensuring you feel valued, supported, and empowered every day.
  • Unlimited access to a trusted mental health and well-being platform, promoting peace of mind and personal growth.
  • Opportunities for career advancement, with a company that invests in your professional development.

About You

You are an effective communicator with strong computer skills. You thrive in an independent work setting and pay close attention to detail. Your commitment to following policies and procedures is steadfast. Your ability to simplify complex situations, ask insightful questions, and pursue continuous improvement makes you an invaluable team member. Experience in a similar role and familiarity with Salesforce or Genesys is preferred but not mandatory.

Our Commitment

We believe that work can be enjoyable. We promise that each day will bring new experiences and opportunities for fun. We offer a chance to build a career with us, recognizing and rewarding exceptional performance while fostering an inclusive culture. We are dedicated to continuous improvement and maintaining a diverse workforce. We value purpose, invest in our people, and are passionate about our mission.

Probe CX is proud to embrace the diversity and talent of our workforce. We cultivate an inclusive culture that welcomes individuals from all backgrounds, ensuring everyone has the opportunity to thrive. At Probe CX, equality is not just a concept; it is our commitment and way of life. We celebrate your unique self and value every contribution to our collective success.

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