Customer Service Agent - Hardship

Make a meaningful impact as a Financial Advocate. Join Probe Group in Melbourne and help customers navigate financial stress and vulnerability with empathy and expert problem-solving. We are looking for solution-oriented individuals to provide respectful, compliant support within our passionate and innovative global team.

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
• Start Date: 2nd October 2026
• Fixed Term Contract Ending: 24/12/2027
• Australian based role.
• Flexibility that suits your lifestyle: While you must be available to support a 24/7 shift pattern based on business needs, you'll have the opportunity to select your preferred predominant roster block:
• Roster 1 (Day): Windows between 6:00 AM – 6:00 PM
• Roster 2 (Mid/Evening): Windows between 11:00 AM – 11:00 PM
• Roster 3 (Late Night): Windows between 4:00 PM – 4:00 AM
• Roster 4 (Overnight): Windows between 9:00 PM – 6:00 AM

Note: While you will primarily stick to your chosen preference, shifts may occasionally vary across our 24/7 operating model based on business needs.

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?

• Thrive personally and professionally with our unlimited mental health and well-being platform, designed to help you stay balanced.
• Maximize your lifestyle with everyday savings on technology, fuel, groceries, and entertainment through Flare.
• Enjoy a vibrant workplace culture with regular social events, themed office days, and festive celebrations.
• 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!