Customer Service Agent - Hardship

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.

Are you a compassionate communicator with a knack for problem-solving? We are looking for several dedicated individuals to join our team in Melbourne as a Customer Service Representative . In this role, you will provide critical assistance to customers navigating financial stress and vulnerability, ensuring they receive respectful and compliant support.

Key Details

• Full-time (38 hours per week), working 5 days per week across a 7-day operation.

• Melbourne CBD (Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station

• Starting 1st June 2026

• Choose between 4 fixed, rotating rosters where your daily start and end times will vary within the stated

  • Roster 1 (Day Shift): Your shift will start and end between 6:00 AM and 6:00 PM (e.g., shifts may be 6:00 AM – 2:30 PM or 9:30 AM – 6:00 PM)

  • Roster 2 (Mid/Evening Shift): Your shift will start and end between 11:00 AM and 10:00 PM.

  • Roster 3 (Late Night Shift): Your shift will start and end between 4:00 PM and 3:00 AM.

  • Roster 4 (Overnight Shift): Your shift will start and end between 9:00 PM and 5:00 AM.

• Australian based role.

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to provide high-quality support by identifying customer needs and progressing appropriate hardship outcomes in a professional and consistent manner

Key Responsibilities:

• Empathetic Engagement: Use vulnerability-aware communication to support customers experiencing stress or hardship.

• Accurate Documentation: Capture clear, audit-ready notes and maintain high standards of written accuracy.

• Compliance: Follow all policies and procedures related to hardship support and customer vulnerability.

• Process Adherence: Ensure "first-time correctness" by applying correct processes and completing required checks.

• Collaboration: Work with Team Leaders and support functions like QA and Training to improve customer outcomes.

What you’ll bring

• At least 1 year of experience in contact centre or customer face customer service.

• Strong verbal and written skills, including spelling, grammar, and clarity.

• Previous experience in Collections or Hardship is highly desirable.

• Proficiency in working across multiple systems and tools to complete interactions and admin workflows.

• Ability to take coaching feedback and apply it consistently to improve performance.

Why Join Us?

• Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.

• 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

• Participate in fun group activities like Pizza/takeout days, Office Pajama days, celebrate holidays/festivals in the office with food and games.

• Respectful, inclusive, and ethical workplace culture that values integrity and honesty.

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!