Customer Service Agent

2 days ago

Melbourne, Australia Probe CX Full time

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

Join our team as a Customer Service Agent, where your empathy and communication skills will be highly valued. We are seeking individuals who can quickly build rapport, effectively address customer needs, and provide accurate, timely information. A key aspect of this role involves educating customers on their rights and proactively identifying and escalating priority issues. If you are committed to delivering an exceptional customer experience and thrive in a supportive, collaborative environment, we encourage you to apply.

**About the role**

As a Customer Service Agent, you'll be instrumental in handling inbound and occasional outbound calls, assisting CBA customers with a wide array of account-related issues. This comprehensive role encompasses managing critical tasks such as stopping and reissuing lost or stolen cards, lodging and resolving disputes for unauthorized transactions, and providing clear guidance on customer rights.

Furthermore, you will proficiently handle everyday banking enquiries, assisting with payment arrangements, updating account information, issuing statements, and facilitating PIN changes. All interactions require accurate, efficient, and empathetic service.

Ensuring timely responses, escalating priority issues, accurately documenting interactions, and fostering a positive customer experience are key to this role.

**Key Detail**
- CBD Location (near Flagstaff station)
- Predominantly WFH after KPIs met
- Multiple Part Time positions available
- Roster: 10:00 am to 8:00 pm Monday AND Friday; 8:00 am to 1:30 pm Saturday
- Fixed Term 6 month contract with potential for longer.
- Australian based role

**Main Activities**
- Inbound and some outbound calls
- Escalate and or resolve complaints
- General inquiries
- Stopping and reissuing lost and stolen cards
- Lodge a dispute if any unauthorised transaction
- Document all information on customer interaction according to standard operating procedures

**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.
- 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%_

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