Customer Service Manager

KEY RESPONSIBILITIES
In this role, you will:
-Serve as the primary escalation point for complex customer inquiries, complaints, and service issues.
-Ensure the team provides prompt, accurate, and empathetic responses across all communication channels (phone, email, live chat, and in-person).
-Conduct regular customer satisfaction surveys (CSAT/NPS) and lead structured feedback sessions to gather actionable insights.
-Develop and implement strategies to continuously improve the end-to-end customer experience, from lead inquiry to post-installation support.
-Partner with Sales and Marketing teams to ensure a consistent, positive customer journey aligned with the SOLS Energy brand promise.
-Proactively identify gaps or weaknesses in the customer experience and drive initiatives to address them.
-Champion customer needs and preferences within the organisation, ensuring the customer's voice informs key business decisions.
-Analyse customer feedback data to surface patterns, trends, and root causes, translating insights into actionable recommendations.
-Collaborate with Product Development and Operations teams to enhance product offerings and service delivery based on real customer insights.
-Educate customers about solar energy products, financing options, and the benefits of adopting clean energy solutions.
-Develop and manage customer engagement programmes including loyalty schemes, referral programmes, and community events.
-Create informative, engaging customer-facing content such as user guides, FAQs, tutorial videos, and newsletters.
-Lead training sessions for the customer support and sales teams to continuously elevate customer interaction skills and product knowledge.
-Monitor and report on key customer experience metrics and KPIs, including CSAT, NPS, first-response time, resolution rate, and churn.
-Analyse customer behaviour data to identify trends, preferences, and opportunities for service improvement.
-Present regular, insight-rich reports to senior management with clear recommendations to drive strategic decisions.
-Build strong relationships with internal stakeholders across Sales, Marketing, Product Development, Finance, and Technical Support.
-Ensure customer experience strategies are aligned with overall business objectives and the company's sustainability mission.
-Actively participate in cross-functional teams and company-wide initiatives that promote a customer-centric culture.


BENEFITS
What’s great about this opportunity?
-A fair remuneration package including an attractive commission scheme.
-Career progression in a fast growing impact organization
Work in an agile-driven environment alongside a diverse team who will support your job growth.
-Contribute directly to improving the lives of B40 communities, as a part of a #madetoimpact organization.

QUALIFICATIONS
To be shortlisted for this position, you will need to have:
-Minimum 5 years of experience in customer experience optimization, with a background with tech startups preferred.
-A passion for community development and management experience in both individual and community-wide interventions.
-Familiarity with applications including Hubspot and MessageBird.
-Proven written communication skills to monitor and evaluate reports.
-Strong communication skills, adaptability to change, and the initiative to take ownership of your role.