Customer Engagement Agent

One of our cultural mindsets is authentic dialogue and authenticity; Bring your authentic self to work at Engineers Australia! We offer meaningful, purpose-driven work. Our people work to support the engineering profession that shapes the very world we live in. With more than 120,000 members, Engineers Australia is the voice of the profession, and we need you to help us drive mutual value for our members and industry partners.


This is your invitation to join the Customer Engagement team!

The Customer Engagement Agent (CEA) role provides a proactive level of service through outbound engagement between Engineers Australia, our members (plus potential members), other organisations, and the public. Customer Engagement Agents are the first line of contact for all EA customers. CE Agents seek to provide the best customer service through their knowledge of EA business, people and processes. Agents are trained to understand information across the business and are dynamic working on both inbound enquiries and outbound campaigns, whilst engaging with other areas of EA to assist customers. Agents aim to add value to customers and EA business through their service.


Employment Type:

Fixed term – immediate start until 30 June 2026


Location

Preference for Perth, Melbourne, Canberra



A day as our Customer Engagement Agent could look like:

Be “Customer Ready” (i.e., logged and prepared to always deliver a positive customer experience) and all visitors should be welcomed and greeted appropriately.
Provide and deliver exceptional customer experience in line with the team’s service KPI’s.
Enhance customer engagement through delivery of outbound campaign activities including but not limited to; follow up of new member leads, follow up of incomplete applications, data cleansing activities, member upgrade activities, welcome/on-boarding calls, renewals, and retention activities.
Accountable for achieving member growth, member retention and campaign targets/KPI’s.
Use active listening skills and appropriate questioning to ascertain customer needs and identify opportunities to deliver value add services. Where required, follow-up all customer enquiries to ensure customer satisfaction and first call resolution.
Follow appropriate Member Service Standard Operating Procedures for consistency in delivering a positive customer experience.
Provide feedback to Team Leader Customer Engagement regarding customer intel.
Handles customer complaints in a professional manner according to EA's complaints escalation processes.


Here’s what we’re looking for:

Excellent written and spoken communication skills
Ability to work as part of a team and individually
Ability to work towards individual and group goals
Reliability
Creative problem solving
Ability to work in fast-paced dynamic environments

(highly desirable):

Microsoft Dynamics CRM experience in a contact centre environment
Salesforce CRM experience in a contact centre environment
AI enabled workflow experience in a contact centre environment
Sales/campaign experience in a contact centre environment
Experience with live chat communication channels
Experience with chatbot or voicebot supported communication channels
Experience handling and responding to complaints within a complaints management framework
Experience working with diverse teams and customers
Experience handling enquiries from a global customer base

Here’s what’s on offer:
Engineers Australia exists to advance society through great engineering. As an employer, we seek to advance your career through great experiences. We do that by offering:

A role that ignites your strengths and supports your development
An inclusive team that consciously works on staying socially connected
Flexible work options and a national team that embraces hybrid ways of working
Access to growth and development through coaching and our investment in our leadership experience
Generous remuneration and access to a suite of benefits that includes salary packaging, professional membership fees, and complimentary TPD and life insurance


Ready to apply?
Click ‘Apply Now’ to submit your resume and cover letter, highlighting why you are the best fit for this role, by September 17, 2026. This position is subject to both a National Police Check and Reference Check.



Diversity, inclusion and your privacy:
Engineers Australia embraces diversity, inclusion and belonging and are committed to building a team that represents the communities that we live in and creating a safe inclusive environment for our people. We are a flexible workplace, please talk to us about your flexible working needs during our recruitment process. Our commitment to inclusivity means that we will work with you to ensure that your experience with us is accessible and welcoming. If you need any reasonable accommodation to fully participate in the job application, interview process, or to perform essential functions of the role, please know that we are here to support you. Please feel free to reach out to our People Team at [email protected] , our dedicated point of contact for all accommodation-related matters. We welcome applications from everyone, including people with disabilities, mature age and young job seekers, members of the LGBTI+ community, Aboriginal and Torres Strait Islander people and other culturally diverse backgrounds. At Engineers Australia, we believe that diversity and inclusion are essential for our success. We look forward to welcoming candidates from all backgrounds and providing necessary support where needed to ensure a level playing field for all applicants. Please visit Engineers Australia’s website to view our Privacy Policy in relation to the collection of candidate information: ttps://www.engineersaustralia.org.au/privacy-policy

Thank you for considering a career with us.