Resolution Specialist (Customer Operations)
Posted on:
November 13, 2026
Job description
💻 About the role
Want to help improve the environment by shifting Australia and the world's energy usage towards renewables?
We’re looking for a friendly, proactive, and resilient Resolution Specialist to join our team. As a Resolution Specialist, you’ll support customers who have fallen behind on their electricity payments, helping them understand their account, working through solutions, and ensuring they stay connected wherever possible.
This is a people-first, frontline role. You’ll be speaking with customers who may be stressed, confused, or going through hardship, and your empathy and communication skills will make a real difference to their experience.
This permanent full-time role operates Monday to Friday, 9:00am–5:00pm. We do, however, ask that applicants are available between 8:00am and 8:00pm for any rare schedule adjustments.
You’ll be reporting directly into our Customer Operations Manager.
Responsibilities
🔋Resolution Specialist Responsibilities
- Make outbound calls to customers who are overdue or at risk of disconnection
- Respond to inbound customer enquiries about overdue accounts, reminders, and payment notices
- Negotiate realistic and fair payment arrangements that consider the customer’s circumstances
- Ensure all communication is empathetic, clear, and compliant with energy industry guidelines
- Identify hardship indicators and escalate or refer customers to support programs when needed
- Work collaboratively with internal teams when a customer needs extra support
Job requirements
🎯 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 calm, friendly, and comfortable having difficult conversations
- You’re confident on the phone and can keep conversations solution-focused
- You’re adaptable, curious, and ready to learn industry regulations (full training provided)
- You’re comfortable using digital systems and learning new tools
🎯 Minimum Qualifications
- Competency and willingness to speak directly with customers over the phone
- Strong written and verbal communication skills
- Ability to stay calm and professional during difficult conversations
📝 Ideal, but not required
- Experience in credit, collections, hardship assistance, or financial advocacy
- Experience supporting vulnerable or hardship customers
- Passion for technology, energy or the environment
- Experience in the energy sector
- A solid base of IT competence with experience with Microsoft Office Suite
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