Customer Service Specialist

**About Amber**

Amber is an entirely new way of thinking about buying, banking and selling energy - where home energy technology works to put money back in customers’ pockets and accelerate the renewable energy transition. Everything we build is about making that possible and putting traditional retailers in the shade.

We believe the cheapest, fastest and most rewarding way to reach 100% renewables is to automate the growing wave of home batteries and EVs. Customers get direct access to the real-time wholesale electricity price and the technology to shift energy usage to the times when cheaper renewables are available in the grid and exported to the grid at times when the price they can be paid for it is highest.

We are backed by Australia’s leading VCs (including Square Peg Capital, Main Sequence Ventures, Rubio Impact Ventures, and Breakthrough Victoria), impact-focused investors and individuals, and most recently by Commonwealth Bank, NRMA, Gentrack and ETF Partners (UK/Europe based).

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 and the world towards a renewable future.

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 140, 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.

Amber for Batteries unlocks more value for homeowners with batteries, driving down their energy bills and their payback periods. By storing energy when it’s cheap and exporting it to the grid for wholesale feed-in rates of up to $19/kWh, Amber’s software is completely changing the economics of home batteries and accelerating the energy transition.

Amber for EVs is our EV smart charging solution that helps EV owners save on their charging costs by using more cheap, renewable energy - whether that’s their own excess solar energy, or renewable energy that’s abundant in the grid. In 2025, we are kicking off development of our game-changing vehicle-to-grid technology.

**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.

Want to help improve the environment by shifting Australia and the world’s energy usage towards renewables?

As a **Customer Service Specialist**, you'll be working in a growing team, supporting Amber customers to make the most of wholesale energy. You’ll learn a great deal about how a modern, innovative company engages with its customers to make a lasting, positive impression on them by providing informative, concise, and timely support.

**This role is based in Melbourne working 30-40 hours per week, with shifts between the hours of 9am-8pm.**

We’ve embraced a flexible work-from-home culture with the majority of the team spending a few days a week catching up at our cool office space in the CBD when possible. We expect our team to remain Melbourne-based and maintain flexibility between the office and WFH.

**\uD83D\uDD0BResponsibilities**:

- Handling a consistent volume of inbound customer calls professionally and working to resolve customer queries promptly in regards to accounts management, billing, transfers and metering.
- Consistently achieving KPI targets and maintain required quality assurance standards.
- Assisting with battery onboarding and troubleshooting for our SmartShift customers
- Assisting with responding to urgent requests from customers (e.g. no power at their site) and work to get their power connected promptly.
- Providing empathetic support for our vulnerable customers and supporting them with hardship assistance.
- Managing and resolve complaints/ Ombudsman cases promptly and professionally, escalating complex issues when necessary.
- Working closely with our external stakeholders to help solve customer problems and deliver a seamless customer experience
- Taking the initiative to suggest ideas on how to improve and streamline internal processes in collaboration with senior members of our Operations team
- Supporting your teammates and the wider Amber team with questions flagged in internal channels.
- Ensuring all interactions comply with energy regulations, privacy policies, and company standards.

**\uD83C\uDFAF 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 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 k