Amberelectric13h ago

New

AUD 65000–85000/yr

Customer Experience Specialist (Voice Team)

Australia·MelbourneFull-Timemid

OtherCustomer Experience Specialist

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Quick Summary

Requirements Summary

Our process will generally be as follows: A screening interview with our talent team (Video Meeting - 30-45 minutes) A take-home, time bound case study that should take no longer tha

Technical Tools

OtherCustomer Experience Specialist

Amber is an entirely new way to buy and sell power, designed for a world powered by renewable energy. We give customers direct access to the real-time wholesale electricity price as it varies every 5 mins and the technology to shift more of their energy usage to the times when cheaper renewables are available in the grid. It’s a cheaper way to buy power, a smarter way to sell power, and the fastest way for Australia to reach 100% renewable energy.

We are a clear category leader in Australia for home battery automation and are growing rapidly with over 80k customers. We have also recently expanded into licensing our core technology to utilities overseas, including a partnership with E.ON Next in the UK.

About the Role

~4 min read

Respond to inbound customer calls and emails, including urgent requests such as customers without power at their site

Educate customers on Amber’s products and processes, and address their concerns clearly and empathetically via phone and written support through Zendesk

Work closely with internal teams and external stakeholders to resolve customer problems and deliver a seamless customer experience

Take the initiative to suggest ideas that improve and streamline contact centre processes

Advocate for the customer experience by keeping the organisation focused on what matters most to customers

At Amber, we want to hire self-starters who are eager to learn and comfortable working in a fast-paced, changing environment. For this role, we’re looking for someone who has:

Experience in a fast-paced inbound contact centre, customer support, sales or other high-volume communication role

Confidence and willingness to speak directly with customers over the phone

Strong communication and interpersonal skills, including the ability to explain information clearly and handle customer concerns with the right tone

Empathy and patience when helping customers solve problems

A proactive, problem-solving mindset and the ability to think on your feet

Adaptability and comfort working with ambiguity

Experience in customer support, 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

Experience working in fast-paced organisations

Passion for technology, energy or the environment

Experience in the energy sector

We put the customer at the centre of everything we do

We are willing to take calculated risks on bold ideas

We use data and insight to understand what is working and where to improve

We prioritise the biggest opportunities and focus on what creates the most impact

We continually learn, improve and share what we have learnt

We create leverage by improving processes, systems and ways of working

We have fun and look for opportunities to support each other

We’re committed to building a diverse and inclusive workplace and a great culture of people who love coming to work to build a better world.

You’d be a part of a rapidly growing team of over 200 with expertise across energy, technology, marketing, and operations.

Be part of a growing technology start-up that will shape the future of household and grid energy use.

Enjoy a lively, collaborative workspace at our buzzing Melbourne CBD headquarters in the heart of the city

Flexible working hours, with a mix of office and work-from-home

Equitable gender-neutral parental leave policies.

An external Employee Assistance Plan (EAP) for mental health support.

Competitive salary and share options in Amber.

Annual Learning & Development budget to support your personal growth.

Additional PTO between Xmas & New Year

Amber is a remote first team; we have an office in the Melbourne CBD, where we work flexibly between the office and home. The vast majority of our team are located in Melbourne. For those based in Sydney, they catch up in a co-working space in the city every now and then, and rest of the locations in Australia work from home. While we don't expect people to attend the office regularly, we do expect that people mostly work in the Melbourne time zone to maximise collaboration.

🌈 If this kind of work gets you excited, we'd love to hear from you!

Even if you don’t meet 100% of the requirements listed above, we still encourage you to apply. We're open to all backgrounds and encourage people from underrepresented groups to apply. We never discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Our process will generally be as follows:

A screening interview with our talent team (Video Meeting - 30-45 minutes)
A take-home, time bound case study that should take no longer than 1 hour
A panel interview with our Customer Operations Manager and our Customer Operations Lead in the Voice team (In-person Meeting - 60 minutes)
A final chat with our Senior Customer Operations Manager (Video Meeting - 30-45 minutes)