Amber Electric

Customer Service Specialist, Vulnerable Customers – Casual Role

Amber Electric

part-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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Salary

💰 A$38 per hour

About the role

  • Provide high-quality customer support across billing and account enquiries, with a strong focus on customers experiencing financial hardship, family and domestic violence (FDV), and those eligible for concessions.
  • Manage inbound and outbound customer communications via phone, email, and other channels, delivering clear, compassionate, and solutions-focused service.
  • Manage and administer financial hardship programs in line with regulatory obligations and company policy, ensuring customers are offered sustainable and realistic solutions.
  • Assess customers’ financial circumstances with empathy and accuracy to determine appropriate support options, including payment plans, extensions, and tailored assistance programs.
  • Identify and support customers affected by family and domestic violence, applying safe communication practices, maintaining strict confidentiality, and implementing appropriate account protections.
  • Process and validate concession applications, ensuring eligibility criteria are met and applied correctly to customer accounts.
  • Process and manage life support customers, including accurately managing registrations and deregistrations.
  • Investigate and resolve account disputes and complaints in a timely manner and assist with escalations from other teams.
  • Educate customers on wholesale rates, tariffs, controlled load, solar feed-in credits, and usage patterns.
  • Monitor and escalate recurring account issues or system errors and communicate them clearly to the wider team.
  • Educate our customers on Amber’s product and processes, as well as addressing their concerns and problems, via email, phone and live chat in Zendesk
  • Handle a consistent volume of inbound/ outbound customer calls or emails professionally and work to resolve customer queries promptly in regards to account changes, concessions and financial hardship
  • Consistently achieve KPI targets and maintain required quality assurance standards.
  • Work closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
  • Support your teammates and the wider Amber team with questions flagged in internal channels.
  • Ensure all interactions comply with energy regulations, privacy policies, and company standards.

Requirements

  • 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
  • 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
  • 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 people person - you love both working with people and helping people
  • You’re empathetic you care and want to understand customers' problems
Benefits
  • Be part of a growing technology start-up that will shape the future of renewable energy in AU
  • Exciting office space in Melbourne Central
  • Flexible working hours with provision for regular work-from-home arrangements
  • An external Employee Assistance Plan for mental health support
  • Competitive hourly rate - $38 an hour
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportfinancial hardship programspayment plansconcession applicationsaccount managementdispute resolutionKPI achievementquality assurance
Soft Skills
effective communicationinterpersonal skillsproblem-solvingadaptabilityempathycustomer service orientation