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 natural problem-solver who thrives on helping people through challenging times? Join Probe CX as a Customer Service Agent - Hardship (Financial Advocate) and make a genuine difference in the lives of everyday Australians facing financial stress.

In this role, you’ll blend human empathy with smart technology - handling inbound and outbound interactions across Voice, Email, Chat, and SMS to help customers navigate hardship with dignity, respect, and clear solutions.

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

• Prime Melbourne CBD Location: Conveniently located just 5 minutes from Flagstaff Station.

• 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.

What You’ll Do

• Empathetic Support: Use vulnerability-aware communication to guide customers experiencing hardship toward sustainable outcomes.

• Quality Communication: Provide clear, professional, and audit-ready documentation across written and voice channels.

• Process & Compliance: Maintain "first-time correctness" by adhering to hardship procedures and industry compliance standards.

• Collaborative Growth: Work alongside Team Leaders, QA, and Trainers to refine your skills and elevate candidate/customer care.

What You’ll Bring

• 1+ years of experience in contact centre or customer-facing roles.

• Strong written and verbal communication skills (high accuracy in spelling, grammar, and tone).

• Previous experience in Hardship, Collections, or Banking is highly regarded (but not mandatory!).

• Tech-savvy comfort navigating multi-screen systems and workflow tools.

• A coachable mindset with a passion for continuous learning.

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!