This role will be a key point of contact for the sales team, cross-functional departments, and customers regarding after-sales and service queries. This role will work closely with all internal stakeholders and key customer-side stakeholders to address service queries, foster strong relationships with both internal and external customers, and deliver best-in-class customer satisfaction.
You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!
What you would be expected to do
Installation & Service: Attend installation requests and service queries, identify faults, and resolve the issue with minimum downtime. Develop a schedule and plan maintenance for the Inverter and associated accessories.
Quality Assurance: Diagnose faults, maintain and repair all technical issues of the product in a safe, timely, and professional manner and return the product to operational service. Ensure all work is undertaken to a high-quality standard and adheres to all standard quality regulations.
Training: Provide training for partners/ customers about product usage, troubleshooting, and replacement processes when requested. Develop a thorough knowledge of the products and services the company you work for offers.
Customer Service: Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
Dispute Management: Manage many incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
Drive Operational Efficiency: Meet KPI goals, including service level timelines and customer net promoter scores.
Any other business as assigned by your supervisor.
You might be a strong candidate if you
Top marks at a top 5 Regional or globally recognised university with a Diploma, ITI, or other relevant disciplines.
An advanced degree is welcome
3 + experience in after-sales service care for electronic consumer goods/solar inverter systems and mobile industry.
Excellent verbal and written communication skills with the ability to distill information and tailor messaging to diverse audiences to achieve desired outcomes.
Passionate about customer service and resolving issues
The ability to maintain calm under pressure
Efficiency and organisational skills
Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
Entrepreneurial Spirit with qualities of being able to work self- sufficiently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
Demonstrates humility
Motivated by the social mission to provide energy to consumers and employment to rural communities, the team member should be ethical.
What We Offer
Professional growth in a dynamic, rapidly expanding, high-social-impact industry
An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
