Customer Service Agent

2 weeks ago

Melbourne, Victoria, Australia Probe Cx Full time

At Probe CX, we're powered by passion, driven by curiosity, and 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 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 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
- 4 day per week roster
- Full time
- Fixed Term 6 month contract with potential for longer.
- Operates Monday through Saturday 8 to 8pm
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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