Customer Service Agent

2 weeks ago

Melbourne, Australia Probe CX Full time

At Probe CX, expect to think differently, challenge the norm and find your purpose.

We are seeking enthusiastic and empathetic individuals who excel at customer service. You should be great communicators, able to build rapport quickly, and eager to help customers with their needs. You are detail-oriented, organized, and able to provide accurate information efficiently. A commitment to understanding and supporting customers, combined with the ability to educate them on their rights, is essential. We value individuals who can identify and escalate priority issues and always strive for the best customer satisfaction and experience. If you’re looking to make a positive impact and work in a supportive environment, we want to hear from you.

**About the role**

As a consultant, your primary objective will be to assist customers with stopping and reissuing any reported lost or stolen cards, as well as lodging disputes for unauthorized transactions. You will handle inbound and some outbound calls, providing world-class service with accuracy, efficiency, and respect. Your role involves assisting customers in arranging payments, supporting their inquiries, educating them on their rights, and displaying empathy throughout the conversation. You will provide accurate and timely responses, identify and escalate priority issues, and document all customer interactions according to standard procedures. Striving for excellent customer satisfaction and experience on every call is key.

**Key Detail**
- CBD Location (near Flagstaff station)
- Hybrid after KPI's met
- Multiple full time positions available
- Operating Hours: Monday to Sunday, 8am - 10pm on a rotating roster however our current operating hours are Monday to Saturday 9am to 10pm. Full availability is required
- Australian based role

**Main Activities**
- Handle inbound and occasional outbound calls with accuracy and efficiency.
- Provide empathetic and respectful service in every interaction.
- Resolve issues promptly and escalate priority cases as needed.
- Lodge disputes for unauthorized transactions promptly and accurately.
- Maintain thorough and accurate documentation of all interactions.
- Educate customers on their rights and available options.
Deliver a positive experience to ensure excellent customer satisfaction.

**What we can offer you**
- Engaging and comprehensive paid training.
- Diverse and inclusive work environment, where our collective strengths empower us.
- Immerse yourself in a vibrant culture that thrive on values like fun, respect, integrity, innovation, and transparency.
- Unlimited access to a trusted mental health and wellbeing platform.
- Join a multi-award-winning customer experience organization with a legacy spanning over 40 successful years.

**Our promise to you**

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. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%

S-DNI

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