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.

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 9:30PM, including public holidays.
• Enjoy shift loading benefits for non-core hours.
• Location: Onsite at 485 LaTrobe Street Melbourne VIC.

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.

Culture & Benefits:

• Fantastic working environment that celebrates diversity, ensuring you feel valued, supported and empowered every single day.
• Unlimited access to a trusted mental health and well-being platform, giving you peace of mind and helping you thrive.
• Opportunities for career progression, with a company that invests in your professional growth and development.

Join us in redefining the customer's experience and making a difference in the industry. 

Our promise to you.

There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do.