Customer Solutions Specialist

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.

At Probe CX, expect to think differently, challenge the norm and find your purpose.
About the Role
As a Customer Solutions Specialist, you will partner with Western Australia's largest electricity generator and retailer of gas and electricity, providing assistance during various customer scenarios. Your expertise will be crucial in efficiently managing the disconnection and reconnection of electricity services, handling inquiries related to new connections, solar solutions, and billing concerns, as well as overseeing processes such as payment plans, direct debits, and meter readings.
What you will be doing

• Manage inbound and outbound customer interactions within designated timeframes.

• Arrange and administer tailored payment plans to meet customer needs.

• Manage Customer Direct Debits

• Consistently achieve quality standards and deliver exceptional service.

• Adhere to attendance requirements and expectations in line with contractual agreements and company policies.

• Meet additional KPIs as required to support business objectives.

Role details

• Monday to Friday 7:00 am to 7:15 pm Rotating Roster (No weekends or Public Holidays!)

• Multiple Full Time Positions available (38 hours per week)

• Paid training: 13 days training followed by 6 weeks nesting full time and on site.

• Location: Davidson Terrace Joondalup WA

• Hybrid (3 days office 2 days at home) working model after nesting period and KPI's met

• Australian Based Role

About you
Whether you're new to customer service or contact centers, we value your diverse background. Your ability to build genuine connections over the phone and uphold compliance standards sets you apart. Your commitment to delivering exceptional experiences, even when navigating complex inquiries, is inherent to you. Your adaptability and willingness to learn make you a welcome addition to our team. Tech-savvy and an active listener, you seamlessly multitask between systems.
To be successful in this role, you will

• Build strong relationships with customers over the phone, consistently delivering exceptional experiences

• Maintain strict adherence to compliance standards and company policies

• Resolve complex customer inquiries efficiently and effectively.

• Display resilience and adaptability in all customer interactions

• Utilize technology proficiently, navigating multiple systems while actively listening to customers

• Successfully complete a National Police Clearance.

• Hold unrestricted work rights in Australia for a minimum of 12 months.

What we can offer you

• Comprehensive paid training.

• Diverse and inclusive work environment, where our collective strengths empower us.

• Unlimited access to a trusted mental health and wellbeing platform.

• Join a multi-award-winning customer experience organization with a legacy spanning over 40 successful years.

Our promise to you
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.
At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!