Energy Customer Success Specialist

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

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.