Probe CX
    (152 reviews)

    Company Reviews

    Working at Probe CX

    2.6152 ratings in total
    5
    31
    4
    23
    3
    12
    2
    27
    1
    59
    34%
    Rate salary as high or average
    39%
    Employees recommend this employer to friends
    Work/Life balance
    2.7(146 ratings)
    Career development
    2.7(146 ratings)
    Benefits & perks
    2.2(146 ratings)
    Management
    2.5(147 ratings)
    Working environment
    2.7(148 ratings)
    Diversity & equal opportunity
    3.2(146 ratings)
    Ratings for Probe CX are shared as-is from employees in line with our community guidelines

    Reviews

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    1.0
    Customer Service Representative
    Mar 2026
    Maroochydore QLD 4558Less than 1 year in the role, current employee
    Great for temporary employment while searching for other jobs
    The good thingsMost coworkers are lovely people who are likely in the same spot as you Flexible rostering Trainers were hard working
    The challengesTerrible for mental health Unable to view roster remotely from home KPI structure conflicts heavily with workers rights Very obvious biases towards workers Training lacked accessible and/or up-to-date activities Clear IT infrastructure issues (outdated hardware, permissions) Limited work advancement depending on initial role undertaken Another thing to note also: The quality assurance team (while being good at what they do) beyond genuine procedural mishaps, are extremely pedantic and nitpicking. This is something that is allegedly needed for contractual obligations, however the degrees of reasonability when something is considered as having “critical/non-critical room to improve” are varying. Take for example leaving a voicemail. It is entirely okay to say “…call within 2 business days to discuss X and/or Y obligations” but lord forbid the words ‘outstanding’ or ‘overdue’ leaves your mouth prematurely on a call. The message means the exact same to most English speakers regardless.
    1 person found this helpful
    1.0
    ATO Customer Service
    Mar 2026
    Melbourne VIC 3000Less than 1 year in the role, former employee
    So, so terrible. I promise there are better jobs out there than this.
    The good thingsThe training period was fun
    The challengesUnfortunately, once the training period ended everything fell apart. First of all, it quickly became apparent that Probe CX doesn't actually try to give all staff the best possible outlook by providing the highest-quality training. Rather, Probe CX is all about getting as many staff on the phones as quickly as possible, regardless of whether or not those staff are ready to do so. Within a week of being on the phones, nearly everyone who joined in my little cohort had resigned, because they did not feel ready and were left completely unsupported once on the phones. I have worked at many call centres in many industries, so I believed in my ability to do well, even given the complex nature of inquiries one receives working for the ATO. However, because of the way that Probe CX functions and chooses to train its staff, I left within a couple of months. I would not recommend this place to anyone, even someone just starting out. There are betters jobs out there, I promise you.
    4 people found this helpful
    2.0
    Customer Solutions Specialist
    Mar 2026
    All Gold Coast QLD1 to 2 years in the role, former employee
    Just a short term experience can be alright. A big ‘No’ to long term. Very controlling!!
    The good things•Shifts swaps and hours give away. •Interactions with some kind clients. •You may use the overall experience to build resilience, to set boundaries, and to stay strong and clear in such difficult environments. • some good people to work with. • sometimes bit of appreciation of your good work. • Could have been really easier and rewarding job if there was no unnecessary control and pressure.
    The challenges• Very high level of micromanagement. Focus on minutes, seconds, and word for word script instead of genuine client support • Very controlling systems where you may often feel like robot rather than trusted professional. • Low pay considering the workload. • Unrealistic KPIs and statistics, stress appears to exist across all levels from colleagues, floor support, trainers, to leaders. • Very frequent feedbacks labelled as ‘coaching’ often is excessive nit-picking rather than something important to improve upon. • Confusing internal software and scripts that sometimes contradict themselves • It may increase anxiety to do robotic performance even though you are doing your best to genuinely support clients. • The whole System of this government department is such that top- bottom everybody is more stressed, confused and have less clarity. • One needs to be so thick skinned to work in this kind of toxic work environment. Mental health could suffer if you are bit sensitive.
    6 people found this helpful
    1.0
    Customer Support Officer
    Mar 2026
    Springfield QLD 43001 to 2 years in the role, former employee
    High-complexity work for entry-level pay with very little management support.
    The good thingsThe people you work alongside are the only highlight
    The challengesThere is a significant lack of investment in leadership and training. Both trainers and Team Leaders often seem to lack the necessary training to effectively support their teams. Furthermore, the compensation structure is discouraging; employees with high skill levels and complex workloads receive the same pay as those with minimal skills. This creates a situation where the most capable staff are penalized with harder calls and lower performance rankings due to call complexity, with no financial or career incentive to bridge the gap.
    6 people found this helpful
    1.0
    Customer Solutions Specialist
    Feb 2026
    Wollongong NSW 2500Less than 1 year in the role, former employee
    Don't waste your time and energy here.
    The good thingsThe only good thing is maybe you work with some good people here. But only few of them left now.
    The challengesThis place feels less like a workplace and more like a daycare for adults who somehow got management titles. Zero professional vibe and absolutely zero respect for employees. You are watched like a hawk all day, micromanaged over the tiniest things, and yes they literally monitor your toilet breaks like you are asking for a school hall pass. The breaks are so short you barely have time to breathe, let alone reset your mind. Every single day you walk out feeling drained, frustrated, and questioning your life choices. There is no growth, no proper structure, and no sense of being valued. If you care about your mental peace and dignity, do yourself a favor and stay far away.
    7 people found this helpful
    1.0
    Customer Service Specialist
    Feb 2026
    Cairns QLD 48703 to 4 years in the role, current employee
    Poor Pay Lack of Support
    The good thingsWorking from home only
    The challengesTeam leader support is nil. Micromanagement is awful. Poor pay
    6 people found this helpful
    4.0
    Call Centre Operator
    Feb 2026
    Melbourne VIC 30004 to 5 years in the role, current employee
    It's not perfect but it's not horrible. I feel like I am on a better campaign then most
    The good thingsBeing able to help the poor unsuspecting customers. The people around you on your level or low management tend to be fantastic. Good location. Very low turn over in the campaign I'm in because people want to stay in the role but know lots of other campaigns have high turnover.
    The challengesEverything is micromanaged, KPI based and based on things before the role expanded so you're doing more things that take longer.
    1 person found this helpful
    1.0
    Customer Support Specialist
    Jan 2026
    Biggera Waters QLD 42161 to 2 years in the role, former employee
    The most soul destroying job you could every ask for
    The good thingsReally nothing, it was the worst two years of my life. Maybe the ONLY good part was the potential to give shifts away if you had something important to do during work hours.
    The challengesAnyone above you could literally not care less about you, especially if you work remotely. There is no support once you’re out of training (which was pathetic and does not prepare you in the slightest for the job once you start taking calls). The team leaders are terrible at their job, I was moved into new teams with new TL’s four times over a three month period. All they care about is stats and quality and how long you’re taking on your calls or after your calls, rather than the job itself which is to assist the elderly community. There is no recognition for months of passing call quality checks at 100% but the second you fail a call or get a markdown for the slightest thing they will pull you into a meeting and call it ‘coaching’. The only thing you have to follow for each call is a confusing and misleading knowledge base which is supposed to have the answer to everything (maybe if you’re a robot with no soul or empathy). If you value your mental health, don’t work here!!
    12 people found this helpful
    2.0
    Team Leader
    Jan 2026
    Perth WA 60003 to 4 years in the role, former employee
    Probe needs to do better
    The good thingsThe good people you come across
    The challengesThe pay!!!!!, everything is micromanaged, KPI based, even if you excel and have a bad day, they treat you as if you were on a final warning. You’re a number to them not a human. Their job ad is full of lies, there are no fortnightly dinners, or breakfast / coffee treats. Definitely no escape rooms. The drama in the workplace is so high school and toxic, no matter if you’re fresh 18 or 50+, everyone talks. The pay is minimal with a high workload, no support, corporate high expectations on breadcrumbs wage. No development pathways unless you’re besties with the right people. good luck if you get on their bad side though x
    9 people found this helpful
    1.0
    Customer Service Specialist
    Jan 2026
    Maroochydore QLD 45581 to 2 years in the role, former employee
    Staff victimisation excused as “policy” and favourites protected
    The good thingsA few genuinely kind coworkers
    The challengesIn my experience, Probe CX is a toxic workplace where staff victimisation and unreasonable treatment are often hidden behind “policy and procedure”. Management frequently uses terms like “coaching” and “following process”, while staff who question decisions can feel singled out and controlled. Interactions from male managers towards women can at times come across as demeaning, especially when concerns are raised. Basic wellbeing is not respected: toilet breaks are closely monitored and “mental health days” feel more like branding than reality, with frequent contact when staff are off sick. Favouritism is clear – being in the right clique appears to matter more than KPIs, attendance or work ethic, which severely undermines morale and trust.
    8 people found this helpful
    1.0
    Customer Service Specialist
    Jan 2026
    Springfield QLD 4300Less than 1 year in the role, former employee
    Watching paint dry is less mind numbing
    The good thingsNothing - run, run quickly!
    The challengesPoor pay, training is woeful and not useful
    6 people found this helpful
    5.0
    Junior Business Analyst
    Jan 2026
    Melbourne VIC 30001 to 2 years in the role, former employee
    My experience has been very positive, working in a supportive environment that encourages us.
    The good thingsThis organisation feels like one big family that truly cares for each other. There are no conflicts, everyone is supportive, and the team helps us learn while giving us opportunities to grow.
    The challengesClearer communication across teams, more structured feedback, and additional training opportunities could further support employee growth and make day-to-day work even more effective.
    1.0
    Customer Servie Champion
    Jan 2026
    Flagstaff VIC 3465Less than 1 year in the role, former employee
    My experience at probe was horrendous.
    The good thingsNone whatsoever. I worked in the ATO division and it was horrible.
    The challengesEverything, colleagues breaking down crying at their desks on the regular, poor support and training, pay, zero tolerance for absence due to mental health reasons.
    6 people found this helpful
    2.0
    Call and Resource
    Jan 2026
    Springfield Central QLD 4300Less than 1 year in the role, former employee
    Best used as a stepping stone, there are opportunities for advancement, at the cost of stress
    The good thingsThey often advertised opportunities for career progress, including things like secondments for leadership or administration positions (more on that later). They generally keep you with your training team so your team feels far more like a group of friends working together than just random coworkers.
    The challengesThey don't treat all employees equally, if you don't care, they are so desperate for hires that they won't fire you, but if you are a good worker and you have an off day they will immediately question you and hound you to do better. Their promotion system is suspect, I was 'lucky' enough to be chosen for a secondment position into the HR team. On any given day, my roster could be updated to work the HR role, what this also meant was that I could be told to leave HR and work phones that day, what this meant, was not knowing my roster in advance and constant anxiety over what I was going to do that day. In addition to this, because I was seconded, annual/sick leave was paid at minimum wage, not the increased wage for working in HR, regardless of if I was rostered on to HR that day. This was the same for all leadership (team leaders, HR, training). In the entire duration I was there, no one in HR filled the secondment permanently, even the HR leader was seconded.
    9 people found this helpful
    3.0
    Customer Service Specialist Level 3
    Jan 2026
    Maroochydore QLD 4558Less than 1 year in the role, current employee
    Great in between job while you look for something else
    The good thingsThere are good team leaders there who want the best for you and want you to succeed, and almost everyone who works there is amazing. There's also a chance you get to go home early if you want to, if scheduling has too many people on. Huge learning curve on everything with not great training, but if you don't mind feeling stupid for a few weeks while you learn it's not the worst.
    The challengesTraining is horrible and gives very broad information on the general topics you might get, though a lot of the time you get very specific questions you need to take 10 minutes searching through scripting to find. You NEED to learn how to read scripting and interpret it properly quickly to be able to keep up with KPIs, and that's after trying to find the correct page There is support staff for when you're struggling to figure out what you're doing but they tend to be overworked and treat you like you have no idea what you're doing, and then spend a lot of time figuring out what to do, which ends up ruining your KPIs. You get trained up quickly and do not get time to settle into a new department, so if you have no background experience you go from learning individual tax obligations to business obligations to negotiating debt very quickly Clients and tax agents can be horrible to you, and some of the team leaders are quite rude to staff who struggle to cope with being berated all day
    4 people found this helpful
    2.0
    Customer Service Specialist
    Dec 2025
    Springfield QLD 4300Less than 1 year in the role, former employee
    learning experience, challenging
    The good thingsmaking friends, having nice phone calls.
    The challengesclients being verbal, workplace leaders, managers, and bosses ignoring workplace targeting and struggling.
    6 people found this helpful
    1.0
    Client Solutions Specialist
    Dec 2025
    Springfield Central QLD 43001 to 2 years in the role, former employee
    Terrible people to work for, they dont care about their employees
    The good thingsMy teammates are the only thing that got me through the day
    The challenges1. Terrible pay - government positions in the same authorization levels get almost $30k more than you will 2. Management don't provide constructive criticism - They are very quick to tell you when you have done something wrong, but don't provide advice on how to better yourself 3. Call volumes are unsustainable - I was just 1 of almost 10 skillsets and I was expected to do 35-40 calls per day 4. Customers would yell and complain about wait times and quiet often call us names and say we don't know how to do our jobs 5. When call volumes drop they will send out email blasts to give us "E-time" (excused time) where we can either take it as annual leave (which is often the only time they approved our AL) or E-time, which means that you continue to accrue leave entitlements but don't get paid for the rest of the day. 6. Had heaps of incentives and prizes to be won that cost quiet a lot (Airpods, bench mixers) but won't increase the minimum wage of only $42k
    10 people found this helpful
    1.0
    Customer Service Representative
    Dec 2025
    Melbourne VIC 30003 to 4 years in the role, current employee
    Was useful in developing skills that can help you get a far better job
    The good thingsWorking from home was very good and my colleagues were great to work with
    The challengesThe pay is terrible and the hours for casual will drop to nothing the second they don’t need you and you won’t get much warning about this. Too much toxic positivity. Pizza party once a month in lieu of proper wages
    5 people found this helpful
    1.0
    Customer Solutions Specialist
    Nov 2025
    All Gold Coast QLD1 to 2 years in the role, former employee
    The way Probe run things would never fly at an in-house government agency
    The good thingsIt was fully remote.
    The challenges1. More training required. They don't train you properly because it would take "years" to teach you everything. As a result, one recent training was "google it, find the government website, and put the answer into Gemini to summarise it and read this out". 2. Call volumes unsustainable. It's always back-to-back calls because as soon as the call volumes slows they take people off the phones without pay (they call this "e-time"). 3. Low pay. In house government call centre employees make about $20k more. At my aged care the base rate is $28.12 per hour. 4. KPIs are almost impossible to hit. The goal AHT is about 980 seconds, ACW 90 seconds. 4. The whole system needs to be overhauled. Callers yell at you daily about wait times, availability of services. Sure, it's not personal but the constant aggression wears you down.
    12 people found this helpful
    1.0
    Customer Service Call Centre Representative
    Nov 2025
    Melbourne VIC 3000Less than 1 year in the role, former employee
    terrible management, no support, insufficient training.
    The good thingsThe coworkers made work bearable.
    The challengesmanagement and training
    7 people found this helpful
    1.0
    Customer Solutions Specialist
    Oct 2025
    Springfield QLD 4300Less than 1 year in the role, former employee
    “Limited support, poor training, and unrealistic expectations — not a positive experience.”
    The good thingsThe team leaders and colleagues were supportive and friendly, which made the work environment more bearable.
    The challengesThe main challenge was the lack of thorough and consistent training. I felt that the onboarding process didn’t fully prepare new staff for the job expectations or systems, which made the learning curve steeper than it needed to be. More structured and hands-on training would greatly improve the experience. There’s a reason for such a high turnover of staff — without proper support and structured training, many employees struggle to stay long-term.
    11 people found this helpful
    1.0
    Customer Service Specialist
    Oct 2025
    All Gold Coast QLD2 to 3 years in the role, former employee
    Stay well away from this company, there are better companies out there in customer service.
    The good thingsBecoming close to coworkers.
    The challengesManagement is an absolute joke. Do you enjoy being micromanaged when your KPIs are green and above target? Do you enjoy using systems that are years out of date and constantly break? Do you enjoy bare minimum wage? Do you enjoy management that see you as a number and not as a human? This is the employment for you. Don't get me wrong, the Team Leaders are not the issue with this company, it's the operation managers and above. The ones sitting on their computers, direct messaging you why you are on a 30 second bathroom break and not taking hundreds of calls a day to meet their ridiculous ACA standards. Progression in this role is even more of a joke, you are seconded to the position for up to a year while they milk you for both work of your previous role while getting no benefits. Their incentives? What incentives? Under Stellar we were given fantastic incentives that actually made you want to go above and beyond. Do yourself a favor and stay well clear from this company.
    11 people found this helpful
    1.0
    Customer Solutions Specialist
    Oct 2025
    Wollongong NSW 2500Less than 1 year in the role, former employee
    Stressful, being a robot. Not being able to be your authentic self. Micro management was the killer.
    The good thingsCo-workers in the same intake as me which was 5 of us out of 15 before I left.
    The challengesThe overload of information. And very little time to absorb it all. New legislation is due on 1st November 2025, we were given a 4 hour crash training into the new process's. Around 200+ pages of reading and questions to answer at the end. And then expected to be client ready with this information. Navigating the process's on the system was confusing in area's. Expected to keep watch on the group chat while in calls with clients, incase Team Lead is needing you to come off the queue to go into coaching with him so he can advise you of your 100% call you did BUT needs training in not offering the client the option for me to transfer the call to a provider. Just silly unnecessary things to load your head with.
    7 people found this helpful
    1.0
    Customer Service Role
    Oct 2025
    Wollongong NSW 2500Less than 1 year in the role, former employee
    The biggest case of Stockholm syndrome that I've ever seen.
    The good thingsThere were no positive aspects about this role, apart from the pay.
    The challengesmanagement, training, the spacing between workstations
    6 people found this helpful
    4.0
    Billing Services Officer
    Oct 2025
    Joondalup WA 60277 to 8 years in the role, former employee
    Great culture but pay could be better
    The good thingsGreat culture, caring and understanding management
    The challengesPay is minimum wage
    1 person found this helpful
    1.0
    Customer Solutions Specialist
    Oct 2025
    Wollongong NSW 25001 to 2 years in the role, former employee
    Never again. Worst employers. Too much work for low pay
    The good thingsNothing is enjoyable about this job
    The challengesExtremely Micro managed. Every policy even working extra hours does not pay the usual penalty rate because they consider extra work as shift swap. You're on one call after another without any break in between because the KPIs ask you to do everything on the call and be ready for next call as soon as the client hangs up. No prospects for growth. Crazy amount of work for low pay. They favour some employees over another and provide them with flexibility while refusing others. Don't work here.
    7 people found this helpful
    3.0
    Customer Service Representative
    Oct 2025
    Springfield QLD 4300Less than 1 year in the role, current employee
    High turn over for a reason
    The good thingsGood team leaders and they themed days to raise moral
    The challengesMore pay for what is done, way more training needs to be done
    3 people found this helpful
    1.0
    Customer Service Specialist
    Sep 2025
    Springfield QLD 4300Less than 1 year in the role, current employee
    Worst job I’ve ever had.
    The good thingsI did not enjoy working in the role.
    The challengesHas to be the worst job I’ve ever had. There is limited support in the role. Not a good team environment. There are often angry clients on the phone. Worst part is the KPIs, whole team views your attendance and you have disciplinary meetings if you are sick even if you have full medical certificates. Your whole day is timed, even toilet breaks. It is a minimum wage role.
    10 people found this helpful
    1.0
    Team Leader
    Sep 2025
    Maroochydore QLD 45582 to 3 years in the role, former employee
    Very toxic workplace, avoid at all costs — the worst company I have ever worked, I do not recommend.
    The good thingsThe only positives about this job is the colleagues you meet and if you desperately need a job as they will hire anyone.
    The challengesI strongly advise against working here. There is quick “push through” training despite how much information you are required to know by your first phone call, an extremely fast-paced workload with very minimal support, management is micro-managing, toxic and very unsupportive, and the environment is also extremely toxic. Nepotism is very common, it’s who you know not what you know and the managers will only hire their friends into higher management positions, pay is very low and below average, and as a previous Team Leader for this company, I have seen consistent mishandling of workplace procedures including throughout HR. Overall, this is not a healthy or fair workplace — I would not recommend it to anyone and one of the worst companies I have ever worked for.
    11 people found this helpful
    1.0
    Jennifer
    Sep 2025
    Melbourne VIC 30003 to 4 years in the role, former employee
    Do not work for this company, extreme lack of support, lack of training, poor pay
    The good thingsThe ability to work from home is the only good thing, there is nothing else
    The challengesLack of training , Management structure inc HR is appalling. In this place it is who you know and that is the only way you will survive until they get sick of you.
    6 people found this helpful
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