Emerald Planet Environmental – Frenchs Forest NSW

Are you passionate about helping people and delivering exceptional customer service?

Whether you're starting your career in customer service or bringing experience from a contact centre, administration or customer support environment, this is an exciting chance to join Creditex and work on an exciting NSW Government program.

As part of a collaborative team, you'll help customers access government energy efficiency initiatives by providing exceptional customer support throughout their journey - from initial enquiry and eligibility through to installation and program completion.

Whether you're early in your career or an experienced customer service qualified, we'd love to hear from you.

The Role

The Customer Support Officer is the first point of contact for customers participating in an exciting NSW Government program delivered by Creditex. Working closely with Compliance, Finance, Operations and Approved Providers, you'll provide support across the customer journey, helping customers understand the program, complete their applications and access the support they need while delivering an outstanding customer experience.

Key Responsibilities

- Respond to customer enquiries via phone, email and online channels, delivering a high standard of customer service while meeting service level targets.
- Support customers throughout the program by providing guidance on eligibility requirements, the application process, approved products and next steps.
- Assist customers to complete their online applications and provide support through alternative access pathways where required.
- Conduct preliminary application and eligibility checks to ensure all required information and supporting documentation has been provided.
- Provide customers with updates on application progress, approvals, installations and customer contributions throughout the customer journey.




- Liaise with Approved Providers and internal teams to resolve customer enquiries and ensure a seamless customer experience.
- Maintain accurate customer records and case notes across program systems.
- Escalate complex enquiries, customer complaints and program-related issues to the appropriate internal teams.
- Identify opportunities to improve customer service processes and contribute to continuous improvement initiatives.

About You

- Previous experience in customer service, contact centre, administration or customer support roles is preferred, although graduates with robust communication skills are encouraged to apply.
- A genuine passion for delivering exceptional customer service and helping people.
- Excellent written and verbal communication skills, with the ability to build positive relationships with customers and stakeholders.
- Strong organisational skills with excellent attention to detail.
- Confident using multiple systems and learning new technology.
- Ability to manage competing priorities, work independently and remain calm in a fast-paced environment.
- A positive, proactive attitude with strong problem-solving skills.

About Creditex

Creditex partners with government and industry to deliver large-scale programs that make a positive difference to Australian households and communities. Through innovative technology, operational excellence and exceptional customer service, we help customers access energy efficiency initiatives while supporting Australia's transition to a more sustainable future.

What We Offer

- Competitive remuneration package based on experience.
- Career development and progression opportunities within a growing business.
- A collaborative, supportive and values-driven team culture.
- Contemporary offices located in Frenchs Forest on Sydney's Northern Beaches.
- The opportunity to play a key role in delivering an exciting NSW Government program that helps households reduce their energy costs while contributing to a more sustainable future.

Applicants must be Australian citizens or permanent residents.

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📌 Customer Support Officer (Northern Beaches Council)
🏢 Emerald Planet Environmental
📍 Northern Beaches Council