About the role
As a Call Centre Agent and the critical front line for our water utilities client, you are responsible for providing professional, efficient, and empathetic support across a high volume of inbound inquiries and necessary outbound follow-up calls. Your primary duties include managing and resolving general inquiries, updating account information, and addressing complex billing issues (processing payments, managing direct debits, and arranging payment plans), all while ensuring strict regulatory compliance. Crucially, you must demonstrate exceptional empathy and active listening to proactively support all customers, using strategic questioning to achieve positive resolutions.
Become an integral part of a team where you'll genuinely connect with the community, collaborating with purpose to solve challenges, celebrate successes, foster continuous learning and development, and unlock valuable networking opportunities.
Key details
Day in the life of a Customer Service Agent
Engage professionally with customers
Diagnose and effectively solve customer problems to ensure timely resolution
Accurately process payments and handle billing inquiries
Utilize and manage our CRM and Telephony systems to document interactions and retrieve data
Simplify and explain complex information about products, services, or policies
Consistently deliver exceptional service to build loyalty and ensure customer retention
Be a Customer Champion: You'll be the friendly voice and will be an essential part of the customer service team.
You Love & Respect the Detail - Accurately capture customer details and log interactions in our intuitive CRM system.
Team Up for Success: Collaborate with your colleagues to share insights, celebrate wins (Who doesn’t love Pizza Fridays!); embrace an innovation mindset to create meaningful customer experiences
Learn and Grow: Dive into continuous learning opportunities to hone your skills. Lay your roots, grow your career!
Your skills to pay the bills
A natural communicator with excellent verbal and written skills
Someone who thrives in a fast-paced environment and can juggle multiple tasks with ease
A positive attitude and a genuine desire to help others
Problem-solving prowess and the ability to think on your feet
Proficiency with technology and ability to navigate across multiple platforms and software
Previous customer service experience is a bonus, but a fantastic attitude and eagerness to learn are essential!
Think you've got the right attitude but not all the experience? No problem. We believe in hiring for potential & passion, If you have great communication skills and experience in customer-facing roles like Retail, Hospitality, or Food Service, we encourage you to apply. Comprehensive training is provided!
The must-haves
At Probe CX, we embrace flexibility. Talk to us about how this role can be flexible for you.
What’s in it for you?
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 9,000 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!
