Location: Remote – servicing customers across Victoria, Australia

Working Hours: 10:00 AM – 7:00 PM Melbourne time, Monday to Friday and alternate Saturdays

Employment Type: Full-time

Are you passionate about customer service, building relationships, and helping people make informed decisions?

Do you enjoy conversations where you can genuinely help customers rather than simply sell a product?

Safe Planet is looking for a Customer Engagement Executive to join our growing team!

If you're a strong communicator who takes ownership, enjoys solving problems, and wants to be part of Australia's clean energy transition, we'd love to hear from you.

? About Safe PlanetSafe Planet helps Australian homeowners and businesses reduce their energy costs through energy-efficient technology and applicable government rebate programs.

Our solutions include air conditioning, hot water systems, solar, battery storage, EV charging, and commercial lighting. We manage the customer journey from the initial enquiry through to installation and beyond.

Our mission is simple: To make clean energy accessible, affordable, and hassle-free for every Australian.

As demand for home electrification and energy-efficient solutions grows across Victoria, customers need clear, reliable information to understand their options, available rebates, eligibility requirements, and the process involved.

At Safe Planet, we believe that an informed customer makes a confident decision. That's where you come in.

? About the RoleWe're looking for a proactive, customer-focused Customer Engagement Executive to manage warm leads generated by our digital marketing team and guide customers through the initial stages of their journey with Safe Planet.

This is a consultative, relationship-focused role — not cold calling.

You'll engage with people who have already expressed interest in our services, understand their requirements, explain relevant products and rebate programs, and help them determine the appropriate next steps.

You'll take ownership of assigned leads, maintain consistent communication, coordinate site assessments, and follow up with customers as they progress through their decision-making journey.

Your ability to communicate clearly, build trust, manage expectations, and maintain accurate records will play an important role in delivering an outstanding customer experience.

? What You'll Be Doing

- Lead Ownership & Customer Engagement
- Take ownership of assigned leads throughout the initial engagement and follow-up stages.
- Contact current enquiries promptly, understand customer needs, and establish clear next steps.
- Follow up consistently through phone calls, emails, and text messages.
- Reconnect with customers who are exploring options, haven't responded, or need more time to decide.
- Maintain professional, helpful, and timely communication throughout every interaction.

2. Product Education & Rebate Guidance
- Help customers understand our solutions, including reverse-cycle air conditioning, heat pump and solar hot water, solar PV, battery storage, EV charging, and commercial lighting.
- Explain product benefits, available options, and the assessment process in simple, customer-friendly language.




- Provide information about applicable government rebate programs, including Victorian Energy Upgrades (VEU), Solar Victoria rebates, and relevant federal incentives.
- Explain eligibility criteria, potential discounts, documentation requirements, and next steps based on current program rules.
- Set realistic expectations and verify technical or eligibility details with the appropriate team when necessary.

3. Customer Qualification & Assessment Coordination
- Gather preliminary information about the customer's property, existing systems, requirements, and circumstances.
- Identify missing information or potential eligibility issues before progressing enquiries.
- Schedule site assessments based on customer availability and assessor schedules.
- Confirm appointments, manage rescheduling requests, and explain what customers should expect.
- Provide assessors with complete and accurate customer information.
- Follow up after assessments to understand customer feedback, answer outstanding questions, and coordinate next steps.

4. Follow-up & Customer Relationship Management
- Maintain contact with customers awaiting assessments, reviewing proposals, or considering their options.
- Provide timely updates so customers don't have to chase the team for information.
- Handle frustrated or dissatisfied customers with patience, empathy, and professionalism.
- Resolve routine concerns and escalate complex complaints, technical questions, or matters requiring management approval.
- Ensure every interaction ends with a clear response, appropriate next steps, and professional closure.

5. CRM Management & Process Compliance
- Use GoHighLevel (GHL) to manage leads, update pipeline stages, schedule follow-up tasks, and track customer progress.
- Record all communication attempts, customer responses, agreed actions, and next steps.
- Keep customer records accurate, complete, and up to date.
- Complete follow-up tasks on time and ensure lead statuses reflect the latest developments.
- Follow established SOPs and customer communication guidelines.
- Coordinate with marketing, assessment, and other relevant teams to improve the overall customer journey.

- ✅ What We're Looking For

Essential Requirements

- Excellent spoken and written English, with the ability to communicate confidently and professionally with Australian customers.
- Strong interpersonal skills, active listening, and the ability to explain information clearly.
- A customer-first mindset and the confidence to handle questions, concerns, objections, and difficult conversations.
- Strong ownership, follow-through, and the ability to manage multiple leads and priorities.
- Excellent organisation and attention to detail, particularly when documenting interactions and managing appointments.
- Comfort working with CRM platforms, digital communication tools, and structured workflows.




- A reliable home office setup, stable high-speed internet, and availability during the specified working hours.

Good to Have
- Previous experience in customer engagement, customer service, client coordination, appointment setting, or inbound enquiry management.
- Experience communicating with Australian customers, particularly in a remote or offshore role.
- Hands-on experience with GoHighLevel (GHL) or a comparable CRM platform.
- Familiarity with solar, HVAC, hot water systems, home electrification, or the Australian clean energy industry.
- Knowledge of government rebate programs, eligibility processes, or customer qualification procedures.

- ? Don't Meet Every Requirement? Apply Anyway! We don't expect every candidate to have experience in every area listed above.

If you have strong communication skills, a positive attitude, a willingness to learn, and the ability to take ownership of your responsibilities, we encourage you to apply even if you don't have direct clean energy industry experience or have never used GoHighLevel.

Your experience in customer service, sales support, appointment setting, client coordination, or another related field may be highly relevant to this role.

At Safe Planet, we value people who are eager to learn, take initiative, follow through on commitments, and grow with the business.

Think your experience could be a good fit?

Email us at [email protected] with a brief explanation of how your experience, skills, and strengths align with this role.

Don't hesitate to reach out. We'd love to understand what you can bring to the team!

? How Your Performance Will Be Measured

Your performance will be assessed on the quality and consistency of your work, including:

- Lead responsiveness: Timely initial contact with new enquiries.
- Follow-up discipline: Consistent completion of calls, messages, emails, and scheduled tasks.
- Assessment coordination: Accurate bookings, confirmations, and customer communication.
- Customer experience: Communication quality, responsiveness, complaint handling, and customer feedback.
- Lead progression: Effectiveness in helping customers move from initial enquiry to assessment and subsequent stages.
- CRM accuracy: Complete communication notes, accurate lead statuses, and reliable task management.

? Why Join Safe Planet?

Join a growing clean energy business that is helping Australian households access energy-efficient solutions while contributing to a more sustainable future.

You'll have the opportunity to develop your customer engagement skills, learn about Australia's evolving clean energy industry, and contribute to a team focused on making the customer journey simpler and better.

If you're someone who cares about customers, takes responsibility, and wants to grow with a purpose-driven business, we want to hear from you.

? To apply, email [email protected]

Tell us a little about yourself and why you believe you'd be a great fit for the role.

Know someone who would be a great fit? Tag them in the comments or share this opportunity with them!

#Hiring #CustomerEngagement #CustomerService #RemoteJobs #CleanEnergy #RenewableEnergy #MelbourneJobs #Careers #SafePlanet

📌 Customer Engagement Executive — Clean Energy (Australia)
🏢 Safe Planet
📍 Australia