Job Description
Join a fast-paced, essential services team providing critical support to the community. We are looking for resilient, passionate, and dedicated Customer Service Consultants to join our 24/7 operations team in Melbourne. In this role, you will handle emergency and general inquiries for a major utility provider, serving as a critical lifeline for electricity-related inquiries, fault reporting, and life-support emergencies.
This is a pure service role with no sales and no billing tasks—your sole focus is providing impactful, essential support when it matters most.
Key Details
Work Type: Permanent Full-time, 38 hours per week
Commencement Date: Monday, 20th July 2026
Work Location: 485 La Trobe St, Melbourne (100% Onsite role)
Roster Balance: Dynamic 24/7 rotating schedule with shifts released 4 weeks in advance. Overnight shifts are strictly capped at just 14 nights per 3-month block, ensuring excellent lifestyle balance and predictability.
Training Period: 2 Weeks Comprehensive Paid Training (Monday to Friday, 9:00 AM - 5:00 PM)
Australian Based Role
Key Responsibilities:
First Response Support: Act as the first point of contact for incoming electricity distribution and infrastructure inquiries, maintaining high empathy and clear responsiveness.
Emergency Dispatch Processing: Efficiently log and coordinate critical Priority 1 hazards, such as live or sparking electrical lines, vehicle collisions with infrastructure, and localized blackouts.
Protect Vulnerable Customers: Execute urgent, scripted process workflows to support life-support customers whose specialized medical equipment relies on grid stability.
Account Solutions Logistics: Process general field inquiries regarding property handovers, relocations, and establishing brand-new grid connections.
Multi-Screen Documentation: Navigate multi-monitor tracking interfaces and internal customer databases in real time to accurately log asset faults live.
Maintain precise documentation and logs within internal databases while navigating multi-screen systems in real time
What You'll Bring
Strong Computer Literacy: This is a strict, non-negotiable requirement. You must be comfortable multitasking across several systems, software platforms, and monitors simultaneously.
High Emotional Intelligence (EQ): The ability to stay calm, alert, and deeply empathetic when handling critical, high-stakes emergency conversations.
Resilience & Commitment: A passion for long-term career growth in a permanent position, with a genuine work ethic suited to a fast paced environment.
Roster Flexibility: Complete, uncompromised availability to accommodate a 24/7 rotational shift pattern.
Compliance Readiness: Ability to clear a National Police Check and hold a valid visa with at least 12 months of working rights.
Why Join Us?
A Vibrant Open-Floor Culture: Work in a uniquely transparent environment featuring live music on the floor via our center speaker system, a shared in-office mini library, and a strict "no bossing around" policy where your voice is always heard.
Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive.
Access to everyday lifestyle 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.
Participate in fun group activities like Pizza/takeout days, Office Pajama days, and celebrate holidays and seasonal festivals in the office with food and games.
Career Gateway to the Utilities Sector: Gain specialized knowledge in a recession-proof industry. Successful consultants frequently move into permanent career placements directly with our primary client networks.
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.
About Probe
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!
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.
