Customer Service Specialist, Vulnerable Customers – Casual Role

Amber Electric

Customer Service Specialist providing essential support to vulnerable customers in the renewable energy sector while enhancing their experience with Amber’s services and products.

Posted 4/15/2026part-timeMelbourne • 🇦🇺 AustraliaMid-LevelSenior💰 A$38 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportfinancial hardship programspayment plansconcession applicationsaccount managementdispute resolutionKPI achievementquality assurance

Soft Skills

effective communicationinterpersonal skillsproblem-solvingadaptabilityempathycustomer service orientation