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 creative 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 rapid‑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 qualified 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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