Customer Resolutions Agent

AGL Energy

Job Details
Full-time46 minutes ago
  • On-the-job training
  • Work from home
Full Job Description
As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent – and we need yours too!

About the Role

We are on the lookout for people who care about our customers as much as we and want to lead the way in being the number one service provider in Australia!

As an inbound Customer Resolutions Agent, you’ll be the first voice our customers hear when they call us for help. Every call will be a unique experience and you’ll be joining a team of highly driven, fun and engaging group of people focused on the customer and delivering high-quality outcomes each and every time.

With an undivided focus on the customer, we are looking for dedicated individuals who align to the AGL core values of Care in every Action, Deliver your best, Integrity Always, Better together and Shape tomorrow.

We currently have multiple roles available for a 26th of April start date at our Eastwood head office. You’ll be joining a fun and fast paced inbound contact centre environment where you will be assisting customers with account related information, Billing + Collections, Payments, and cross selling AGL products.

Further to this, you can expect:
A competitive salary of $62,851.00 + superannuation with the opportunity to earn additional company run incentives and quarterly commissions

Permanent full time role working 37.5 hours per week

Hybrid work arrangements including work from home after probation

12 weeks of paid, on-site training

Working hours will be on a rotational basis between 8:00 am – 8:00pm Monday to Friday and Saturday 8:00 am – 4:00pm.

To be a successful Customer Resolutions Agent, you will need to:

Demonstrate excellent communication skills and have the ability to offer a positive experience to every customer

Commit to 12 weeks of full time training on site in our Eastwood head office

Have the ability to identify key opportunities to cross-sell our products to our existing customers and appropriately objection handle when required

Provide our customers accurate information and advice by adhering to and achieving our regulatory compliance and quality assurance measures

Achieve team and individual targets/KPIs

Work to a rotating roster in a structured environment

Be resilient through proven experience

Learn new technology and navigate computer systems efficiently and accurately

What’s in it for you?

Receive discounts off your energy and have the ability to share those discounts with your family and friends

Encouraged work/life balance, with a flexible combination of work from home and work in office

A detailed training program providing you with all the tools and support required to be a successful Customer Resolutions Agent

Learning and development opportunities both on the job and via formal training including technical, role specific and leadership development programs

Regular coaching and mentoring sessions with your team leader

Open and dynamic team and environment

Access to onsite facilities, bike rack, change rooms and onsite café

To apply you must have unlimited, full working rights in Australia.


Inclusion at AGL

At AGL, all employees are encouraged to be themselves and to bring their whole selves to work every day. We encourage applications from Aboriginal and/or Torres Strait Islander people, people living with disability, culturally and linguistically diverse people and people of the LGBTQ+ community, including transgender, gender diverse, and intersex people.

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:

Job Family Group:
Call Centre

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