Senior Customer Service Officer

Position Purpose

The Customer Service Officer provides front-line service across the full customer journey. Key tasks include call centre support, managing enquiries, reviewing quotes after site assessments, checking installation invoices for accuracy, recording deposits, issuing invoices, following up customer payments, and managing the documentation and data generated from residential and commercial activities. The role works closely with customers and contractors and requires strong communication skills, accuracy, and the ability to manage multiple tasks at once.

Key Responsibilities

Call Centre

• Deliver inbound and outbound customer service to new and existing customers, stakeholders and MAC Installation Partners, including after-sales support and assistance to field technicians.
• Manage all call centre enquiries during scheduled hours across phone, email, website and social media, ensuring responses meet service benchmarks and scheme Service Level Agreements (SLAs).

Administration

• Provide administrative support across Hot Water, Air Conditioning, Appliances, Virtual Power Plant (VPP), state-based rebate programs and commercial lighting activities.
• Prepare, process and maintain operational data and records.
• Review and analyse customer data, documentation and job information to ensure accuracy and compliance.
• Generate reports to support operational needs and management decision-making.

Financial

• Generate, amend and issue customer quotes and invoices following site attendance, ensuring all information is accurate.
• Record customer deposits.
• Notify finance of customer refunds when required.
• Manage customer payment enquiries and direct to finance when required

Skills & Competencies

Customer Service Excellence

• Delivers attentive, respectful and solution-focused service.
• Understands customer needs and supports customers with empathy and patience.
• Maintains professionalism and calm communication during difficult or emotional interactions.

Accountability & Integrity

• Takes ownership of customer issues and follows through to resolution.
• Communicates honestly, upholds ethical standards and protects customer data.
• Learns from mistakes and seeks continuous improvement.

Resilience & Adaptability

• Remains composed during high volumes, escalations or challenging conversations.
• Adjusts quickly to changes in procedures, technology or customer needs.
• Manages competing priorities in a fast-paced environment.

Experience

• Intermediate skills using Microsoft products including Word, Outlook and Excel.
• Proven experience in a customer-facing role either in a call centre or retail

environment.

Desirable

• Understanding of energy-efficiency principles and how they apply to residential or commercial products and services.
• Experience with trade-based work processes, such as installations, assessments or field-service activities, within industries such as energy, sustainability, construction or building.
• Experience using ASAP (bespoke program) with confidence and efficiency.

Please apply directly or reach out to Erin Clarke from EGM Recruitment - ***email_hidden***