Customer Service Officer

3001 Melbourne Astra Green Solutions

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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 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, and ensure a positive customer experience
- Work closely with sales and operations teams to ensure smooth handover and job completion
- Identify and implement process improvements to enhance efficiency and reduce recurring issues
- Requirements




- Proven experience in customer service, complaints handling, or operations roles (highly preferred)
- Previous experience in energy, VEU, HVAC, plumbing, or trades-based industries is highly desirable
- Strong problem-solving and conflict resolution skills with the ability to handle difficult situations professionally
- Excellent verbal and written communication skills
- High level of organisation and ability to manage multiple tasks simultaneously
- Strong attention to detail, particularly in compliance and documentation
- Experience using CRM systems and job management platforms
- Proficiency in Microsoft Office 365 (Outlook, Excel, Word, Teams)
- Ability to work independently while contributing effectively within a team workplace
- A proactive and solutions-focused mindset
- What We Offer
- Competitive salary package
- Hybrid work flexibility
- Opportunity to grow within a rapidly expanding company
- Ongoing training in renewable energy, compliance, and o

At Criterion, we don’t just offer jobs— we build careers. As a fast‑growing, family‑owned company with over 40 years in the industry, we take pride in delivering high‑quality aluminium partitioning systems, sliding systems, doors, and hardware accessories to the commercial and residential building sectors.

Our culture is Energetic, Committed, and United —values that drive us every day. You’ll feel it the moment you step into our vibrant, modern head office in Epping, VIC (just off the M31 Hume Fwy) . We’re looking for driven individuals who want to be part of a structured, high‑performance team, where success is recognised, and contributions are celebrated at every opportunity.

When you join us, you’re not just starting a new job—you’re setting yourself up for a long‑term career in a supportive, results‑driven environment that rewards hard work and fosters career growth.

Why You’ll Thrive as a Customer Service Specialist

We’re looking for energetic, ambitious, and confident individuals who thrive in a fast‑paced customer service environment. If you love talking to people,



problem‑solving on the spot, and taking ownership of your role, you’ll fit right in.

This is not a passive, script‑following customer service role. You’ll be expected to think on your feet, take initiative, and quickly learn our products to provide real value to our customers.

We’re not looking for people who just want a job—we’re looking for career‑driven individuals eager to develop their skills, grow into sales or leadership roles, and be part of a high‑energy, high‑performance team.

What You’ll Be Doing (Day‑to‑Day Responsibilities)

- Customer Interaction & Order Processing – Handle inbound enquiries, process customer orders, and enter them into our ERP system with precision and efficiency.
- Providing Expert Product Advice – Learn and understand our partitioning systems, sliding doors, and accessories, helping customers navigate options and find the best solutions.
- Managing Customer Cases & Problem‑Solving – Work with customers to resolve issues, track orders, and ensure seamless service delivery.
- Building Relationships – Engage with architects, builders, and subcontractors, adapting your communication style to build long‑term customer relationships.
- Working Cross‑Functionally – Collaborate with internal teams including sales, manufacturing, and logistics to ensure customer needs are met.

What You’ll Bring (Experience)

- Customer service experience – ideally in retail, hospitality, or a fast‑paced environment where multitasking and customer interaction are key.
- A natural problem solver – you enjoy finding solutions, making decisions on the go, and thinking creatively to assist customers.
- Confidence with humility – you take initiative but are also open to feedback, eager to learn, and driven to improve.
- Numeracy skills – comfortable with pricing, product calculations, and order processing in an ERP system.
- Adaptable communication skills – you’ll be speaking with architects, builders, and subcontractors, so you need to adjust your approach for different audiences.
- A strong sense of responsibility – you take ownership of your work and can deliver results.

Structured Induction & Training Program – We set you up for success with a detailed, pre‑planned induction that helps you:

- Gain exposure to all departments in the business, so you understand how we operate.

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