Customer Service and Administration Agent

2 weeks ago

Melbourne City Centre, Australia Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Depending on the requirements each day, you may be required to work on different tasks and

functions.
- Inbound or outbound calls with customers, retailers, and field service providers with a variety

of questions and concerns.

transactions
- Update Multinet Gas systems with appropriate notes and details as required.
- Provide accurate and timely responses and outcomes.
- Escalate the critical issues to the Management, where required.
- Complete all tasks within Probe’s contracted Service Level Agreements (SLAs) individually and

as a team, while adhering to all necessary operating procedures and instructions
- Ensure that all the work you perform is in line with the required Quality guidelines
- Identify and escalate priority issues in line with established procedures
- Raise your hand when you see problems or have questions.

Position Description
- Be open to process improvements and call out inefficiencies when you see them.
- Always strive to provide an amazing customer service experience.
- Ensure a safe, healthy and sustainable workplace for all employees and contractors, report

workplace.
- hazards, and provide a safe and positive workplace.
- Perform other duties as required from time to time in support of Multinet Gas.
- Ensure that all Login and Passwords (both Internal & External) are kept confidential.
- Complete all necessary training requirements and professional development opportunities.

Core Competencies:
Systems Processes & Policy
- Ensure all policies & procedures are adhered to, including compliance obligations.
- Contribute to improvements in function / team

Client & Stakeholders
- Maintain effective working relationships with Leadership, Multinet Representatives & Peers

Key Skills and Capabilities:

- Excellence in service delivery
- Proficient written and oral communication skills
- Strong computer literacy
- Ability to build relationships & work collaboratively with clients and organisational peers.
- Efficient and accurate typing ability
- Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion.
- Addresses and resolves conflict constructively.
- Proficient written and oral communication skills
- Ability to build rapport quickly and effectively
- Maintains service quality under time pressures.
- Attention to detail.
- Natural curiosity - You ask “Why?” and “Why not?”

Qualifications and Typical Experience:

- Experience within similar role (ideal)
- Experience working directly with external stakeholders (desirable)
- 2 years plus experience in a customer service position or related industry (desirable)
- Certificate 3 in Customer Service (desirable)
- SAP-ISU Exposure (desirable)

Other Position Requirements:

- Subject to business demands, additional hours may be required.

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