CX Specialist

AGL Energy; Melbourne; On-site; AUD 60,000 - 90,000; Full time

Job summary

AGL Energy in Docklands, Victoria seeks a Customer Experience Specialist to manage inquiries from Commercial & Industrial customers via email and calls, delivering proactive service and resolving issues at first contact where possible.

You'll work with BDMs and service teams to meet contractual obligations, drive improvements, and enhance customer satisfaction while navigating complex contracts and stakeholder needs in a dynamic energy environment.

Qualifications

• Experience managing complex contracts and client relationships in energy or utilities.
• Strong stakeholder management and communication skills.
• Ability to analyze customer data to improve operational efficiency.

Responsibilities

• Develop and maintain relationships with key commercial customers and act as the primary contact for service issues.
• Collaborate with BDMs and operational teams to meet contractual obligations and service levels.
• Ensure high customer satisfaction through proactive updates and project coordination.
• Identify risks and opportunities to drive process improvements and product development.
• Represent AGL professionally with internal and external stakeholders.

Skills

Contract management

Stakeholder management

Analytical thinking

Communication

Tools

SAP

Job description

Join the change. Electrify your future! We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career. Join the change. Electrify your future.

About the role

The Customer Experience Specialist role is to deliver a positive customer experience to our Commercial & Industrial business customers. This role will be required to manage and respond to enquiries from customers and key internal stakeholders via email and inbound/outbound calls. Identifying and resolving customer needs, at first point of contact where possible, or through effective case management where necessary.

What you’ll be doing:

• Develop and maintain strong relationships with existing strategic clients, serving as the primary point of contact for any service and operational issues and escalations.
• Collaborate closely with BDMs and operational and service teams across the business to ensure AGL delivers on its contractual obligations and exceptional levels of service and support.
• Ensure high levels of customer satisfaction through proactive communication and effective project management with internal and external stakeholders.
• Proactively identify issues, risks and opportunities to drive process/system improvements, automation and product development.
• Influence the customer’s perception of AGL through ensuring the relationship is one of pro-active and authentic delivery and by providing service that is superior and differentiated from AGL’s competitors.

About You

What you’ll bring to the table:

• Proven experience managing complex contracts and relationships within the energy industry.
• Strong networking skills with both internal and external stakeholders.
• Demonstrated ability to identify and understand customer data and processes to deliver value-added operational and service efficiencies.
• Experience in handling challenging and complex customer issues and working with multiple stakeholders to deliver solutions.
• Experience in SAP - advantageous.
• High attention to detail and ability to work under pressure to meet tight timelines and ensure optimum customer experience.
• Excellent communicator both written and verbal, and comfortable dealing with customers and stakeholders of all levels face to face.

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences. We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose.

To learn more visit: www.agl.com.au/careers

AGL is proud to be a WORK180 Endorsed Employer for All Women.

At AGL, we use some AI-enabled tools to support recruitment administration. All hiring decisions are made by hiring leaders and Talent Solutions professionals, with human oversight throughout. Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary. The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Solutions team. Candidates submitted by an agency without approval will not be considered by AGL.

Location Docklands VIC 3008

Job Family Group Customer Service At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, move and work. 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 more than 188 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.