Casual On-Call Critical Response Agent

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.

About the Role

We are seeking Casual Critical Response On-Call Agents for our Utilities Campaign, you'll be an integral part of our essential service delivery team. You'll collaborate with our client to ensure our customers and stakeholders have an exceptional experience across various contact channels and functions. Your primary responsibility will be to provide accurate, timely, and easy-to-understand information to customers when an outage has occurred which is impacted by events such as storms, rain, or accidents. This role requires adaptability, resilience, and a commitment to continuous improvement.

Key Details

• Casual On-Call work - great job for a supplemental income, students, retirees or semi-retirees.

• Operating Hours: Monday to Sunday 6:30AM to 12:00AM, including public holidays.

• Enjoy shift loading benefits for non-core hours.

• Location: Onsite at 485 La Trobe Street Melbourne VIC.

• Commencing 27 October 2025

• Australian Based Role - You must hold either Citizenship, Permanent residency or Graduate Visa in Australia

Key Responsibilities

• Manage and handle fault and emergency calls for both Electricity and Gas Networks.

• Engage in inbound and occasional outbound calls, addressing inquiries from customers, energy retailers, field service providers, and stakeholders.

• Collaborate with colleagues to identify issues, seek solutions, and contribute to continuous improvements.

• Process various customer service tasks including emails, web-forms, chats, and internal transactions.

About You

You are a highly effective communicator with strong computer literacy. You thrive in an autonomous work environment and pay meticulous attention to detail.

Your commitment to adhering to policies and procedures is unwavering. Your ability to simplify complex situations, your knack for asking smart questions, and your relentless pursuit of improvement make you an invaluable asset. Ideally you would have experience in a similar role as well as Salesforce or Genesys exposure however this is not essential.

What's in it for you?

• Enjoy financial & non-financial incentives - We celebrate & reward our team members as part of our high-performance culture.

• Career Growth - We move at pace, so do our team members when it comes to career progression & development. This is a differentiator - with a global footprint, internal career pathways are a lived reality.

• Health & Well-being - We care about more than just your work. We empower our team with resources for a healthier, safer life—both on and off the clock. This includes a robust wellness program and a 24/7 personal safety and support service.

• Employee discounts - Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands.

• Employee Referral Program - we reward our employees for helping us find top talent. Refer a candidate and you could receive a bonus.
   

About Probe CX

Probe CX is a global business of 17,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

How to Apply?

Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.

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. Join us in celebrating you and your 100% authentic self