Description
Company DescriptionAstra 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 DescriptionWe 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 issuesRequirements• 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 mindsetWhat We Offer• Competitive salary package• Hybrid work flexibility• Opportunity to grow within a rapidly expanding company• Ongoing training in renewable energy, compliance, and o
