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 environment

A proactive and solutions-focused mindset

What We Offer

Market-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, up-to-date 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 workplace 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 r

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