Customer Service Officer

3001 Melbourne Astra Green Solutions

Job Description

Company Description

Astra Green Solutions specializes in delivering energy upgrade services under the Victorian Energy Upgrades (VEU) scheme and New South Wales Energy Saving Scheme (ESS). We are committed to helping customers optimize their energy efficiency while reducing costs and environmental impact. By offering tailored and innovative solutions, we aim to lead the way in sustainable energy practices across both residential and commercial sectors.

Role Description

We are currently seeking an experienced and highly organised Customer Service & Operations Officer to join our quick‑growing team. This full‑time hybrid role is based in Melbourne, with flexibility for partial work‑from‑home.

Key Responsibilities

- Manage customer enquiries, complaints,



and escalations in a professional and timely manner
- Take ownership of customer issues from initial report through to resolution
- Coordinate with installers, technicians, and internal teams to resolve defects, delays, or service issues
- Support and manage operational workflows for hot water (heat pump) and air conditioning (AC) installations
- Schedule and track jobs, ensuring timelines and service standards are met
- Maintain accurate and up‑to‑date records in CRM and job management systems
- Assist with compliance processes, including documentation checks, audit preparation, and regulatory requirements under VEU
- Liaise with customers to provide updates, manage expectations,

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