Customer Service Agent - Payment Support

Are you an empathetic, solution-oriented professional who wants to make a genuine impact on the community? We are launching a premium Expression of Interest (EOI) campaign to build our next elite intake of permanent Customer Service Representatives for a premier water utility partnership. In this vital customer-facing position, you will serve as a supportive guide for residential accounts—handling inbound inquiries and executing proactive outbound courtesy calls to assist customers with bill clarity, structured payment options, and sensitive financial hardship assessments. This is a pure service and care campaign with absolutely no sales and no high-pressure retail targets. We provide comprehensive, fully paid onboarding training to set you up for long-term career growth in a stable, supportive environment.

Key Details

Work Type: Permanent Full-Time (38 hours per week).

Roster Parameters: Mon to Fri schedule running strictly between 8:00 AM and 5:00 PM AEST. Enjoy complete work-life balance with weekends and all public holidays off!

Commencement Date: Mandatory full-time training launches on Monday, 10th August 2026.

Office Location: La Trobe Street Melbourne (5 minutes from Flagstaff station)

Australia Based Role

The Role

You will seamlessly pivot across the customer journey lifecycle, moving from early proactive payment care to soft debt collection reminders:

Proactive Payment Support: Conduct gentle courtesy check-ins to verify account billing, update contact records, promote automated payment setups, and assess callers for specialized financial hardship support.

Soft Collections Management: Deliver gentle overdue balance reminders, negotiate realistic verbal payment commitments, and coordinate structured payment plans or direct debit setups.

Flawless Case Logging: Navigate specialized customer databases and knowledge tools to type accurate interaction notes and select correct call-intent codes live on system files.

What you'll bring

High Empathy & Active Listening: A genuinely warm, neutral, and non-judgmental telephone presence. The ability to hold supportive conversations regarding sensitive personal or financial topics. Technical &

System Savviness: Strong computer literacy with the capacity to research databases, follow system scripts, and multi-task across software tabs while actively listening on a call.

Textual Accuracy: Exceptional verbal and written English communication skills, ensuring detailed, error-free client documentation.

Background Clearance Readiness: Willingness to undergo a standard National Police Check and hold a valid visa with full unrestricted permanent working rights.

Why Join Us?

Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive.

Access to everyday lifestyle 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, and celebrate holidays and seasonal festivals in the office with food and games.

A respectful, inclusive, and ethical workplace culture that values integrity, honesty, and mutual support

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.

About Probe

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!

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