CX Specialist

AGL; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

AGL is hiring a Customer Experience Specialist in Docklands, VIC for a 12-month max term. You will manage inquiries from commercial customers via email and calls, coordinating with internal teams to meet contractual obligations and deliver exceptional service.

Leverage your contract management and stakeholder skills to resolve issues, drive process improvements, and enhance customer outcomes, while upholding AGL's service standards and values.

Qualifications

• Experience managing complex contracts within energy or similar sectors.
• Ability to coordinate with multiple internal and external stakeholders.
• Strong data literacy to interpret customer data and derive efficiencies.
• Proven track record handling challenging customer issues and delivering solutions.
• Experience with SAP is advantageous; high attention to detail expected.
• Excellent written and verbal communication across stakeholder levels.

Responsibilities

• Deliver a positive customer experience for Commercial & Industrial customers.
• Respond to inquiries via email and phone; manage cases where needed.
• Build and maintain relationships with strategic clients and service teams.
• Identify issues and opportunities to drive process improvements and automation.
• Ensure proactive, authentic service delivery that differentiates AGL.

Skills

Contract management

Stakeholder management

Data analysis

Customer issue resolution

Attention to detail

Communication

Tools

SAP experience

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. 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.

About The Role

Customer Experience Specialist - 12-Month Max Term opportunity

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

#jointhechange#Customerexperiencespecialist#AGL

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