Customer Experience Specialist

Powering Australian Life.

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don’t shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We’re investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We’ll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

Customer Experience Specialist - New Connections

About the Role

What you’ll be doing:
- Collaborate closely with New Connections BDMs to achieve retention and growth targets by developing and nurturing key relationships.- Introduce a second category to provide telesales support for mid-tier builders.-
- Resolve customer requests and inquiries at the first point of contact whenever possible, ensuring timely updates on progress and managing expectations.- Investigate and resolve escalated customer inquiries, complex system and process issues, and report appropriately to prevent further escalation.- Stay updated on new products, policies, promotions, and procedures, facilitating smooth implementation within the team.- Promote value-added products and services, offering advice and recommendations to customers.- Collaborate with leaders to identify and address personal skill gaps, contributing to the overall performance of the New Connections Team.- Identify and suggest opportunities for process improvement in service delivery, system operations, and procedures.- Foster effective communication and professional relationships with other departments and team members.- Demonstrate AGL Values by acting in the best interests of the company, working collaboratively, sharing expertise, and contributing to overall business success at all levels.

About You

What you’ll bring to the table:
- Minimum 3 years of experience in a contact centre serving high-value customers in the energy industry.- Efficiently manage time to meet KPIs without compromising customer experience.- Handle customer inquiries effectively and efficiently.- Oversee resolution of customer issues, including complex investigations and non-routine problem-solving involving other internal departments.- Take ownership of all assigned customer inquiries/escalations until resolution.- Proficient computer skills, particularly in SAP CRM Systems and desktop tools, with the ability to navigate various systems for information retrieval- Essential experience in conflict resolution and complaint management.- Essential experience in cross-selling/value-adding or sales.- Extensive knowledge of AGL Retail business rules and compliance requirements.

Reach out to us if you have any questions: Zoe Danopoulos

Please note - unsolicited resumes from agencies will not be accepted by AGL.

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
AGL is a
_Circle Back Initiative employer - we commit to respond to every applicant_.

Job Family Group:
Customer Service