Customer Assist Specialist - Care Nov

Red Energy; Melbourne; Hybrid; AUD 60,000 - 82,000; Full time

Benefits offered by this job

Parental leave - 30 weeks for primary?

Option to purchase additional annual.

KPI-based bonus

Staff discounts

Employee Assistance Program (EAP)

Job summary

Red Energy is seeking a dedicated Customer Care Advisor in Melbourne to support our most vulnerable customers. You will handle inbound and outbound calls, offering flexible payment options and access to support programs while maintaining empathy and regulatory compliance.

The role operates on an 8:00 AM to 6:00 PM, Monday to Friday rotating roster, with a hybrid model after a 6-week office-based training period in Richmond. A KPI-based bonus accompanies a competitive base salary.

Qualifications

• 12+ months of customer-facing or contact centre experience.
• Demonstrated empathy, compassion and ability to support vulnerable customers.
• Strong emotional resilience to handle challenging conversations calmly.
• Ability to handle objections while balancing customer needs and regulatory obligations.
• Clear, warm, articulate communication and ability to explain flexible options.
• Attention to regulatory guidelines and company procedures.

Responsibilities

• Handle inbound and outbound calls to assist customers with flexible payment options and support programs.
• Provide empathetic, patient, and informative service to vulnerable customers.
• Document interactions and ensure accurate information is communicated.

Skills

Customer service

Empathy

Emotional resilience

Objection handling

Communication skills

Compliance mindset

Job description

Competitive base salary + KPI based bonus

Your role: Support for our Most Vulnerable Customers

Our Customer Care team provides crucial support to our most vulnerable customers navigating financial and personal hardship. In this role, operating on an 8:00 AM to 6:00 PM, Monday to Friday rotating roster, you will be the compassionate voice on the other end of the line, offering empathy, understanding, and meaningful solutions during challenging times. Through inbound and outbound phone calls, you will help customers establish flexible payment options and access vital support programs.

To be successful in this role, you will bring a unique blend of genuine empathy, emotional resilience, and a commitment to delivering high-quality service. We are looking for someone who possesses:

• Proven Customer Service Experience: At least 12 months of experience in a customer-facing or contact centre environment.
• Deep Empathy & Compassion: A natural ability to connect with, listen to, and support our community’s most vulnerable individuals during challenging personal and financial times.
• Strong Emotional Resilience: The ability to navigate difficult, emotionally charged conversations with a calm demeanor, ensuring you maintain a professional and supportive approach throughout.
• Balanced Objection Handling: The ability to confidently navigate customer objections by finding the right balance between genuine customer assistance, our business and our regulatory obligations. You aren't afraid to say "no" or to pivot a conversation firmly.
• Excellent Communication Skills: An articulate, warm, and reassuring phone manner, backed by the ability to explain flexible options clearly and simply.
• A Compliance Mindset: High attention to detail and a commitment to following regulatory guidelines and company procedures closely to protect our customers and our business.

What We Offer: Training & Flexibility

We set you up for success from day one. You will receive:

• Comprehensive Training: An in-depth, fully supported onboarding program to give you the tools and confidence you need.
• Ongoing Support: Continuous support and coaching post-training to help you grow within the role and beyond.
• Hybrid Flexibility: This role is based full-time in our Richmond office for the first 6 weeks during your training period. Afterward, you will transition to a hybrid model, working 3 days a week in the office.

More Than a Job: The Red Energy Perks

We believe that if you’re empowered and happy, our customers will be too. Check out how we support our people:

• 30 weeks of paid parental leave for primary carers. Plus, the option to purchase 4 weeks of additional annual leave (up to 8 weeks off every year!).
• Earn a KPI-based bonus on top of your salary. You’ll celebrate success at our yearly Red Energy Awards night, and benefit from exclusive staff discounts on brands like LG, JB Hi-Fi, and Panasonic, plus access to our Employee Assistance Program (EAP).
• We actively support your professional journey. Gain experience across different areas of the team to fuel your career development and explore internal advancement opportunities.

Red Energy is committed to protecting your privacy and handles personal information in line with applicable data protection laws. To learn more, view our Privacy Collection Statement.

Since 2004, Red Energy has set the standard for customer service, winning 13 consecutive Canstar Blue awards. Owned by the mighty Snowy Hydro, and acquiring Lumo Energy in 2014, we’ve established ourselves as the competitive fourth pillar of the Australian energy market.

Led by a team of over 1,200 people, we power homes across VIC, NSW, QLD, and SA. Operating under the Red Energy brand, we service both Red and Lumo customers with a focus on simplicity, and value.

Our home base is a state-of-the-art, 10,000sqm heritage space in Richmond. With three open-plan levels and a beautiful rooftop, it’s built for collaboration.

Ready to power your career? Explore opportunities at Red Energy!

Gender (Diversity Information is only used for reporting purposes and will not be used to assess your application for the role)

Pronouns (Diversity Information is only used for reporting purposes and will not be used to assess your application for the role)

Country of Birth (Diversity Information is only used for reporting purposes and will not be used to assess your application for the role)

Do you identify yourself as Aboriginal or Torres Strait Islander?

Do you have any criminal convictions or offences to declare? It is a condition of employment with Red Energy that you participate in a Criminal History check should your application be successful.

Do you have a notice period you need to provide to your current employer?