Customer Service Officer

3001 Melbourne Astra Green Solutions

Posted today

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 fast-growing team. This full-time hybrid role is based in Melbourne, with flexibility for partial work-from-home.
- This position is critical to the business, with a strong focus on complaints management, operational coordination, and compliance support across hot water (heat pump) and air conditioning installations. You will act as a key link between customers, installers,



and internal teams to ensure issues are resolved efficiently while maintaining high service standards and compliance requirements.
- We are ideally looking for candidates with previous experience in similar roles, particularly within energy, trades, HVAC, or operations-based environments, who can confidently manage escalations and work in a fast‑paced setting.
- Key Responsibilities
- Manage customer enquiries, complaints, and escalations in a skilled 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

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