Customer Experience Specialist (Voice Team)

Job description

### **⚡️ About Amber** 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**. **Amber is backed by top Australian and international investors** including Square Peg, Main Sequence, Breakthrough Victoria, Commonwealth Bank, NRMA, Gentrack, ETF Partners (UK/Europe based), and E.ON Next. We are **scaling rapidly** and **you’d be joining a team of over 200** committed to **building a diverse, inclusive, and purpose-driven culture** as we transform a major industry. **Our products are reshaping home energy: Amber for Batteries** cuts bills by exporting stored energy at wholesale prices of up to $19/kWh, and **Amber for EVs** enables the cheapest, cleanest charging. **In 2026**, we will push this even further with our new **vehicle-to-grid (V2G) technology**. 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. ### **💻 About the role** Want to help improve the environment by shifting Australia and the world’s energy usage towards renewables? As a **Customer Experience Specialist - Voice Team**, you’ll be working in a close-knit contact centre team, helping Amber deliver timely, clear and thoughtful support to our customers. You’ll learn a great deal about how a modern, innovative company engages with customers, and how great support can make a lasting, positive impression. This is a **full-time role** based in Melbourne. You’ll need to be available **Monday-Saturday between 8am-8pm**, **which may include** **12pm-8pm weekday shifts and/or 10am-4pm Saturday shifts**. You’ll be **reporting directly into our Customer Operations Manager.** ### 🔋Customer Experience Specialist Responsibilities - **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 ### 🎯 Key Requirements 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 ### 🎯 Minimum Qualifications - **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 ### 🎯 Ideal, but not required - **Experience** working in fast-paced organisations - **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 - **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 ### 💚 Benefits - **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