Customer (Cx) Operations Specialist

⚡ABOUT AMBER

Amber is a 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. We then provide the technology to shift energy usage to the times when cheaper renewables are available in the grid and export to the grid at times when the price is highest. It’s a cheaper way to buy power, a more rewarding way to sell power, and the fastest way for Australia to reach 100% renewable energy.

We are growing rapidly and have thousands of customers who love what we are doing and a great product that will play a significant role in driving Australia towards a renewable future. We are backed by Australia’s leading VCs (including Square Peg Capital and Main Sequence Ventures), impact-focused investors and individuals, and most recently by Commonwealth Bank, NRMA and Gentrack.

We’re now at a critical moment in taking the business to real scale as we disrupt a huge market for the better. You’d be a part of a rapidly growing team of over 130, with expertise across energy, technology, marketing, and operations. 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.

💻 ABOUT THE ROLE

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.

As a Customer Operations Specialist (COS), you’ll be working in a growing CX team, and helping to build Amber’s ambitious vision. You’ll be learning a great deal about how a modern, innovative company engages with its customers and makes a lasting positive impression on them through providing informative, concise and timely support.

As a casual employee, your hours may vary depending on scheduling so you will need to be available to work Monday- Friday between the hours of 9am- 8pm. We are flexible and will try to accommodate your requests.

You’ll be reporting directly into one of our Customer Experience (Cx) Operations Leads.

• Educating our customers on Amber’s product and processes, as well as addressing their queries and concerns, via inbound/outbound phone lines, live chat and email (using Zendesk).
• Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience.
• Handling complaints and Ombudsman cases and resolving disputes.
• Taking initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team.
• Assist with responding to customer reviews and passing on feedback to the appropriate teams to improve our service or product.
• Supporting regular BAU processes where required to maintain the efficiency of the Operations team.
• Work closely with fellow teammates to encourage and support one another to achieve our goals.

• 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 people person - you love both working with people and helping people
• You’re empathetic - you care and want to understand customers' problems
• 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 problem-solver - you embrace challenges, think on your feet, and work strategically to find solutions
• You’re persistent - you can deal with the pressure of a fast-paced and changing environment and resolve difficult situations

• Effective communication and interpersonal skills
• A solid base of IT competence with experience with Microsoft Office or Google Suite

• Experience working in fast-paced organisations
• Experience in the energy sector or in customer support
• Passion for technology, energy or the environment
• Experience using Zendesk

• Be part of a growing technology start-up that will shape the future of renewable energy in AU
• Exciting office space located in the CBD
• Flexible working hours with provision for regular work from home arrangements
• We offset 100% of your carbon footprint for as long as you work with us (via Nul)
• An external Employee Assistance Plan (EAP) for mental health support
• Competitive hourly rate

💰This is a casual role with consistent fortnightly schedule to be based in Melbourne. We are also open to working 3-4 days a week if that's what you are looking for.

We have an office space in the central CBD, however we have flexible working from home arrangements. We expect to remain Melbourne-based but maintain flexibility between the office and WFH.

🌈 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, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

🎓 Hiring Process:

Our hiring process will be as below:

- A screening interview with our talent team (Video Meeting - 30-45 minutes)

- Followed by/can be scheduled separately, a time-bound case study exercise that should take no longer than 60 minutes

- A follow-up case study panel interview which will include a chat with one of our Customer (Cx) Operations Leads and another member of our Customer (Cx) Experience team (In-person Meeting - 60 minutes)

- A final chat with our Customer (Cx) Operations Manager and/or Director of Operations(Video/In-Person Meeting - 30 minutes)

We promise to be respectful of your time as an applicant while trying to be as thorough as possible in finding the right fit for our team.

Only shortlisted candidates will be contacted and applications will be accepted only from candidates already based in Melbourne, Australia!

No recruitment firms please. We've got this!