Customer Service Specialist (Vulnerable Customers - Casual Role)

country: AU all locations: [Melbourne] commitment: Casual department: Amber location: Melbourne team: Operations (Cx Ops) 🔋Customer Service Specialist Responsibilities: As a member of the customer experience team, you will be part of our Accounts and Compliance squad: 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. You will: 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. 🎯 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 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 🎯 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 Experience working with vulnerable customers facing hardship or FDV Passion for technology, energy or the environment Experience in the energy sector 🌟 What we believe a great team looks like: We put the customer at the centre of everything we do. Whatever it is we are doing, it’s always with a viewpoint that this will help our customers, whether that’s 10,000 customers right now, or 1 million customers in the future. We are willing to take calculated risks on bold ideas. We seek to do things differently and are willing to try creative ideas if we believe there is a significant upside with a culture where we recognise that not all ideas will succeed. Hypothesis-driven approach. We develop hypotheses of actions we can take to improve the business and then set up the systems to quickly test if that hypothesis was correct. We seek insight. We seek to disaggregate the data to draw out the insight to inform our next hypothesis. We prioritise the biggest opportunities. We test a variety of ideas but quickly cut what isn’t working and double down on what is. We continually learn and improve. We keep track of what we have learnt so that we continually improve and never make the same mistake twice. We create leverage. We believe that the key to creating an efficient business at scale is to create leverage in everything we do. Whether that’s implementing a better process or developing a new technology to solve a problem faster. We have fun. We love coming to work and interacting with our colleagues and customers. If we spot an opportunity for a joke, or to do something nice for someone, then we take it. 💚 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