Customer Service Specialist
Posted on:
September 18, 2025
Job description
💻 About the Role
At Amber we believe that enabling a culture where everyone at Amber is set up to do the best work of their lives and feels connected and supported is one of the most important things we can do to ensure Amber’s long-term success.
Want to help improve the environment by shifting Australia and the world’s energy usage towards renewables?
As a Customer Service Specialist, you'll be working in a growing team, supporting Amber customers to make the most of wholesale energy. You’ll learn a great deal about how a modern, innovative company engages with its customers to make a lasting, positive impression on them by providing informative, concise, and timely support.
This role is based in Melbourne working 30-40 hours per week, with shifts between the hours of 9am-8pm.
We’ve embraced a flexible work-from-home culture with the majority of the team spending a few days a week catching up at our cool office space in the CBD when possible. We expect our team to remain Melbourne-based and maintain flexibility between the office and WFH.
Responsibilities
🔋Responsibilities
- Educating our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
- Handling a consistent volume of inbound customer calls professionally and working to resolve customer queries promptly in regards to accounts management, billing, transfers and metering.
- Consistently achieving KPI targets and maintain required quality assurance standards.
- Assisting with battery onboarding and troubleshooting for our SmartShift customers
- Assisting with responding to urgent requests from customers (e.g. no power at their site) and work to get their power connected promptly.
- Providing empathetic support for our vulnerable customers and supporting them with hardship assistance.
- Managing and resolve complaints/ Ombudsman cases promptly and professionally, escalating complex issues when necessary.
- Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
- Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team
- Supporting your teammates and the wider Amber team with questions flagged in internal channels.
- Ensuring all interactions comply with energy regulations, privacy policies, and company standards.
Job requirements
🎯 Key Requirements
- At Amber, we want to hire self-starters who are eager to learn and are comfortable working in a changing environment.
Some of the key traits we are looking for in this role:
- You’re a people person - you love both working with people and helping people
- You’re empathetic - you care and want to understand customers' problems
- You’re an excellent communicator - you know the right words and tone to use, whether you’re explaining a concept over the phone, handling a customer complaint or working with an internal stakeholder
- You’re a problem-solver - you embrace challenges, think on your feet and work strategically to find solutions
- You’re adaptable - you will be working in a fast-paced and changing environment and work well with ambiguity
🎯 Minimum Qualifications
- Experience in customer support, call centres, sales or another high-volume communication role
- Competency and willingness to speak directly with customers over the phone
- Effective communication and interpersonal skills
- A solid base of IT competence with experience with Microsoft Office Suite
🎯 Ideal, but not required
- Experience working in fast-paced organisations
- Passion for technology, energy or the environment
- Experience in the energy sector
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