Customer Service Representative

Energy Queensland; Rockhampton Regional; On-site; AUD 78,000 - 96,000; Full time

Benefits offered by this job

9-day fortnight roster

14.75% superannuation

Job summary

Energy Queensland is seeking a Customer Service Representative to be the first point of contact for customers and retailers in Rockhampton or Newstead. You will deliver exceptional service and help resolve enquiries that support Queensland communities.

As part of our Customer Operations team, you’ll triage calls, provide accurate information, manage service requests and create positive experiences across multiple channels.

Qualifications

• Experience in customer service, contact centres or similar environments.
• Clear and professional communication with customers.
• Strong listening, problem-solving and decision-making abilities.
• Ability to handle sensitive or challenging interactions with empathy.

Responsibilities

• Triaging calls and providing accurate information.
• Managing service requests and creating positive customer experiences across channels.
• Ensuring data accuracy and efficient handling of customer inquiries.
• Responding to emergencies as part of standby roster when required.

Skills

Customer service

Communication

Problem solving

Empathy

Attention to detail

Education

Certificate IV in Customer Contact

Tools

CRM systems

Job description

• More time for you | Healthy work-life balance | 9-day fortnight roster

• Located in Newstead or Rockhampton
• 2 Year Fixed Term Opportunity
• More time for you | Healthy work-life balance | 9-day fortnight roster

Your future is Energy Queensland

Every time a light turns on or new energy solutions are created, it's because of us. At Energy Queensland, we're making big changes to power up Queensland’s future, and we need people like you to help make it happen.

Energy Queensland and our brands: Energex, Ergon Energy Network, Ergon Retail, and Yurika - are leading the charge in delivering reliable power to over 2 million customers across Queensland and beyond.

You’ll be part of a team that keeps Queensland connected and powers communities every day. With us, you’ll gain the skills and opportunities to build a future you're proud of.

Your opportunity

As a Customer Service Representative located in Rockhampton or Newstead, you will be the first point of contact for customers, retailers , delivering exceptional service and helping resolve enquiries that support Queensland communities.

Working within our Customer Operations team, you'll play an important role in triaging calls, providing accurate information, managing service requests and creating positive customer experiences across multiple communication channels. This is an opportunity to join a fast-paced, supportive environment where your contribution directly impacts customer satisfaction and operational success

As part of this role, you will participate in the Emergency Event Standby Roster and respond to emergency events when required.

IMPORTANT INFORMATION TO NOTE:

Our Customer Service Centre operates Monday to Friday, from 8:30am to 4:30pm. Successful candidates will be required to work these hours and must be available to commence a three-week training program starting on Monday, 7 December 2026.

What’s on offer?

• 2 year Fixed Term Contract from Monday, 7 December 2026 with a 9 day fortnight.
• The remuneration for your new role is from $87,178 + 14.75% superannuation + applicable allowances.

At Energy Queensland, we believe in supporting every aspect of your career and personal life. Here’s what you can expect:

• Powering your life: Enjoy market-leading salaries with yearly EBA increases, and financial support that recognises your value
• Invest in your future: Secure employment, a strong 14.75% superannuation with a fund of your choice and comprehensive income protection to ensure your financial security
• Get paid to play: Annual leave loading and salary sacrificing means more spending money in your pocket

What you’ll bring

• Experience in customer service, contact centres or a similar customer-focused environment.
• Strong communication skills with the ability to explain information clearly and professionally.
• Excellent listening, problem-solving and decision-making skills.
• Ability to manage sensitive or challenging customer interactions with empathy and professionalism.
• Strong attention to detail and commitment to data accuracy.
• Ability to work within a fast-paced, performance-focused environment while maintaining a customer-first approach.
• Effective organisational and time management skills.
• Confidence using multiple systems and technologies while managing customer interactions.

We’d also love you to have

• Certificate IV in Customer Contact, Business, Management or a related discipline.
• Experience working within utilities, energy, telecommunications or other regulated industries.
• Experience using CRM, workflow management or contact centre systems.
• Exposure to working in rostered environments and responding to changing customer demands.
• A passion for delivering outstanding customer experiences and continuously improving the way we work.

What we do for you

Dedicated training program with hands on support to set you up for success.

What matters most? For us, it’s our values: We’re Safe – We Belong – We Grow – We Deliver These should matter to you too.

Why Energy Queensland?

At Energy Queensland, your career will always be moving forward. You’ll get hands‑on experience that sets you up for the future, working with people who are ready to share their skills and help you grow.

Here, what you do really matters. Your work will make a difference to millions of lives across Queensland, and you’ll feel proud to be part of something bigger.

The future of energy is here. It just needs you.

Applications close at 5pm Sunday 8 November 2026

We value the differences individuals contribute to our workforce and encourage a diverse range of applicants to apply.