Customer Resolution Specialist

3 days ago

North Sydney Council, Australia Tempo (Aust) Pty Ltd Full time
Customer Resolution Specialist – Solar

Full-time | North Sydney | Onsite

Tempo Energy is building one of Australia's most reliable residential solar and home energy programs, delivered through major national retail partners. As our installation volume grows, we're strengthening our capability to handle complex customer issues quickly, confidently, and professionally.

We're looking for a Customer Resolution Specialist to take ownership of escalated solar customer issues when something has gone wrong, information is unclear, or a customer needs a knowledgeable local point of contact to resolve the issue end to end.

This role sits at the point where operations, installers, and customers intersect. It is hands-on, judgement-based, and people-facing, and it plays a critical role in protecting customer trust and the Tempo brand.


About the role

As a Customer Resolution Specialist, you will act as the escalation point for our offshore customer service team and take ownership of complex or sensitive cases. You'll investigate issues, coordinate fixes with installers and internal teams, and communicate clearly with customers until matters are resolved.

This is not a call centre role. It's a problem-solving role for someone who understands residential solar systems and is comfortable explaining technical outcomes to customers and troubleshooting issues with related parties.


What you'll be doing
  • Handling escalated customer issues passed on from our offshore call centre
  • Investigating installation issues, including DNSP applications, scheduling problems, documentation gaps, and post-install performance concerns
  • Speaking directly with customers by phone and email to understand issues, explain findings, and outline next steps
  • Coordinating with installers and operations teams to organise re-visits, corrections, or clarifications
  • Reviewing job details and documentation in platforms such as Pylon and Formbay
  • Explaining technical outcomes in clear, plain language to customers
  • Working closely with the Customer Service Manager to provide feedback on how issues could be handled better at first contact
  • Ensuring issues are resolved promptly, professionally, and with minimal hand-offs

The types of issues you'll resolve
  • Installation defects or disputes
  • DNSP delays or unclear approval outcomes
  • Missing or incorrect documentation
  • Scheduling failures or miscommunication
  • System performance complaints or misunderstandings
  • Frustrated customers needing reassurance and clear answers

What success looks like
  • Customer issues are resolved quickly and confidently
  • Customers feel heard, informed, and reassured
  • Installers receive clear direction on required actions
  • Escalations are closed properly, not just passed on
  • Tempo's brand and retail relationships are protected

What you'll bring
  • Residential solar experience is essential
  • Strong understanding of solar installations, common faults, system performance, and DNSP processes
  • Confidence speaking with customers who may be upset or confused
  • Ability to make sound decisions when information is incomplete
  • Clear, calm communication skills, both written and verbal
  • Comfortable working with operational systems and documentation
  • Familiarity with Pylon, Formbay, or similar platforms is highly regarded
  • Willingness to work onsite in our North Sydney office, Monday to Friday

Why join Tempo Energy

You'll be part of a growing national energy business with strong retail partners, working in a team that values clarity, accountability, and practical problem-solving. This role gives you real ownership, visibility across the full install lifecycle, and the opportunity to make a genuine difference to customer experience.

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