Customer Care Advisor

Zembl; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Free coffee

Uber Eats lunch benefit

Wellness days

Annual leave growth

Bonus scheme

Career progression

Parental leave

Job summary

Zembl is seeking a proactive Customer Support Specialist to join our frontline team, handling complex inquiries, bill validations, and network tariff optimisation for SME and C&I customers.

You will streamline processes, improve tools and systems, and collaborate with sales, operations, and retail partners to ensure best-in-class service. Experience with CRM and ticketing tools is essential; energy sector exposure is a plus.

Qualifications

• Experience in a structured support environment where you've helped build or refine processes.
• Strong written and verbal communication skills.
• Proven ability to manage multiple inboxes, priorities, and tasks efficiently.
• Experience with Salesforce Service Cloud, Freshdesk, or Zendesk.

Responsibilities

• Manage inbound customer enquiries, complaints, and requests with professionalism and care.
• Collaborate with internal sales, operations, and retail partners to deliver seamless customer experiences.
• Handle metering support, bill validations, and network tariff optimisation tasks.
• Own and improve support processes, identifying opportunities to enhance efficiency and customer satisfaction.
• Manage and optimise use of Zembl's CRM and ticketing systems (Salesforce, Freshdesk, or similar).
• Maintain accurate records and reporting to support business insights and analytics.
• Liaise with retailers and metering providers to resolve issues quickly and thoroughly.
• Support customer complaint management and resolution in line with service standards.

Skills

Customer service excellence

Strong communication

Multitasking

Collaboration

Analytical thinking

Tools

Salesforce Service Cloud

Freshdesk

Zendesk

CRM systems

Job description

About Zembl

Zembl saves businesses time and improves their bottom line. Our long, strong industry relationships help businesses buy better energy. We have local experts who'll pick up the phone, have a chat and understand customer needs to take the legwork out of admin. Our simple digital platform and helpful people make admin easy, even pleasurable.

About Zembl

Zembl saves businesses time and improves their bottom line. Our long, strong industry relationships help businesses buy better energy. We have local experts who'll pick up the phone, have a chat and understand customer needs to take the legwork out of admin. Our simple digital platform and helpful people make admin easy, even pleasurable.

Purpose of the role

We're looking for a proactive and tech-savvy Customer Support Specialist who thrives in fast-paced, evolving environments. This role is part of our frontline support team, helping deliver exceptional service to Zembl's SME and C&I customers. You'll manage complex enquiries, streamline processes, and play a key role in shaping how customer support operates. You'll handle bill validation, network tariff optimisation, metering and account queries and also have the chance to improve the tools, systems, and processes that make our support function best-in-class.

About You

You're not just looking to do customer service, you want to help shape it. You bring curiosity, ownership, and a love of improving how things work. You're the calm in the storm when customers are confused and the first to jump in and streamline a process when you spot an opportunity.

You'll bring

• Experience with Salesforce Service Cloud, Freshdesk, or Zendesk
• Experience in a structured support environment where you've helped build or refine processes
• Strong understanding of ticketing systems and customer support analytics
• Excellent written and verbal communication skills
• Proven ability to manage multiple inboxes, priorities, and tasks efficiently
• A collaborative mindset, working effectively with internal teams to enhance the customer experience and drive continuous improvement
• Proficiency in using CRM systems, email platforms, and other customer service tools
• Energy industry experience (advantageous but not essential)

Key Responsibilities

• Manage inbound customer enquiries, complaints, and requests with professionalism and care
• Collaborate with internal sales, operations, and retail partners to deliver seamless customer experiences
• Handle metering support, bill validations, and network tariff optimisation tasks
• Own and improve support processes, identifying opportunities to enhance efficiency and customer satisfaction
• Manage and optimise use of Zembl's CRM and ticketing systems (Salesforce, Freshdesk, or similar)
• Maintain accurate records and reporting to support business insights and analytics
• Liaise with retailers and metering providers to resolve issues quickly and thoroughly
• Support customer complaint management and resolution in line with service standards

Benefits

• Zembl supports a hybrid work-from-home and in-the-office approach, (ability to work abroad for up to 20 days per year!)
• Daily perks including free coffee and a monthly Uber Eats lunch benefit
• 2 Wellness Days per year + Earn an additional day of annual leave per year of service
• Access to our quarterly bonus scheme
• Long-term growth and progression with homegrown leaders
• Paid parental leave of up to 16 weeks