Customer Success Executive
Skills
Job description for Customer Success Executive at SOLS Energy
Sales & Marketing
- Provide technical information about solar power, solar systems, equipment, and services to potential customers or dealers;
- Gather information from prospective customers to identify their solar energy needs;
- Assess the existing sales process to see where improvements or adjustments can be made to enhance customer experience
- Deal with incoming inquiries through various platforms(Email, hubspot, facebook, calls and more)
- Assisting current sales team in processing and expediting the customers journey in order to reduce delays
- Connecting new prospects to potential sales partners and ensuring all inquiries are being followed up by sales team
Customer Service
- Develop customer service process and systems in place in order to improve customer experience post installation or post sales experience
- Collect and process feedback from existing customers for analysis, future improvements and processing
- Building relationships with past clients in order to enhance customer experience and address various needs
- Coordinate and deal with the various relevant departments in addressing client issues, complaints or additional requests(including but not limited to add on services, relocation or adjustment to installations, maintenance and service request)
- To formally track and ensure on issues/ticket brought up by customers are resolved
Communication
- Establish new, and maintain existing, relationships with clients, stakeholders and solar energy companies;
- Build and manage the company’s social media profiles and presence, including Facebook and Twitter, and additional channels that may be deemed relevant. This may include addressing comments and inquiries on social media
- Assist in collateral development by developing content and communication strategies with potential new customers, existing customers or past customers.
Administration
- Dealing with various departments such as technical, installation, sales and operations in order to address a customer concern, inquiry or need.
- To properly track and update all activities in a written format for process building and future team members benefits
- To create training plans if and when necessary to improve overall customer experience
- To master all applications set by the company including but not limited to Hubspot, yeshello, Omni.
- To track and monitor all data using platforms available(i.e hubspot) in realtime and ensure all outstanding matters relating to post installation or post sales responsibilities are fulfilled
About the company
The core belief of SOLS Energy is that everyone deserves better. This is seen from the installers of Malaysia’s first solar academy graduates to customer success personnel who handle your enquiries.
This continues from the marketing person who charts the path of the company’s communication to the public and to the customers who will save on their electricity bills and be responsible to the mother earth.
SOLS Energy believes in being responsible to all, including our planet, so we strive to give you the best service, equipment, and pricing. We believe in win-win-win situations whereby everyone gains something.
We believe that customers deserve the best value for money, so we use only the very best of tier 1 equipment and materials that come with an extended warranty because we believe that the customers deserve better.
With more than 850 residential projects and installations amounting to more than 6MW in the last eight years, SOLS Energy is the market leader in this segment.
When you choose SOLS Energy, you’re not merely a customer but a partner to us in striving to make the world a better place for our future generations. For that, we thank you.
Office address
1Petaling Commerz and Residential Condos 1-9, Jalan 1C/149, Off Jalan Sungai Besi, 57100 Kuala Lumpur, Malaysia