Customer Service Officer
**** 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 fast-growing team.
This full-time hybrid role is based in Melbourne, with flexibility for partial work-from-home.
Key ResponsibilitiesManage 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
RequirementsProven 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 OfferCompetitive salary package
Hybrid work flexibility
Prospect to grow within a rapidly expanding company
Ongoing training in renewable energy, compliance, and o
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