Customer Service Officer

Position Summary


The Customer Service Officer serves as a vital link between the company and its customers, ensuring a seamless and positive experience throughout the solar energy journey from initial inquiry to post-installation support. 
This role involves addressing customer questions, resolving issues, coordinating with technical teams, and maintaining accurate service records. 
By providing timely, empathetic, and knowledgeable support, the Customer Service Officer helps build trust, enhance customer satisfaction, and contribute to the company’s mission of delivering reliable and sustainable solar energy solutions.


Core Responsibilities


Handle customer inquiries and support requests via phone, email, or in-person, providing timely and professional assistance regarding solar products, services, installations, and billing.
Serve as the first point of contact for customers, delivering a positive experience by addressing questions, concerns, and service needs with clarity and empathy.
Coordinate with technical and operations teams to resolve service issues, track installation schedules, and follow up on maintenance or support activities.
Manage customer accounts and service records, ensuring accurate documentation of interactions, feedback, and issue resolutions in the CRM system.
Educate customers on solar energy systems, including how to monitor their system performance, use warranty services, and access after-sales support.
Assist with processing service orders, warranty claims, and complaints, ensuring proper escalation of unresolved issues to relevant departments.
Support customer engagement initiatives by collecting feedback and helping improve customer satisfaction, loyalty, and retention.
Stay up-to-date on solar energy technologies and company offerings to provide accurate product information and service recommendations.


Requirements


Education: Diploma or Bachelor’s Degree in business administration, customer service, renewable energy, or a related field.
Experience: Minimum of 2 years of experience in customer service, preferably in the renewable energy or technical services industry.
Communication Skills: Excellent verbal and written communication skills; ability to explain technical concepts in simple terms.
Technical Aptitude: Basic understanding of solar energy systems and components is preferred or willingness to learn quickly.
Problem-Solving Skills: Strong ability to listen, analyze customer issues, and coordinate with teams to deliver effective solutions.
Interpersonal Skills: Friendly, empathetic, and customer-focused demeanor with a proactive approach to service.
Software Skills: Proficiency with customer relationship management (CRM) systems, MS Office, and basic data entry.
Multitasking Abilities: Capable of handling multiple customer inquiries and priorities in a fast-paced environment.



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