
Sun King
About the Role:
In this role, you’ll collaborate across functions to address customer needs, including handling product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you’re a skilled communicator dedicated to customer satisfaction, this role is perfect for you!
Key Responsibilities:
- Quality Assurance:
- Perform timely diagnostics and repairs on all customer returns from the assigned zone.
- Maintain a report on practical issues and actions, continuously improving existing processes at the Service center.
- Partnership & Customer Service:
- Provide comprehensive service to customers, finding solutions and closing product replacements and warranty claims within designated timelines.
- Delegate specific customer inquiries to relevant teams when necessary.
- Dispute Management:
- Manage a large volume of incoming calls and emails.
- Keep a record of customer interactions and actions taken, reporting back on results and addressing any issues or disputes.
- Training:
- Develop training materials and conduct partner training on product troubleshooting, repairs, and replacement processes.
- Build a thorough knowledge of the company’s product and service offerings.
- Drive Operational Efficiency:
- Meet KPIs, including service level timelines and customer net promoter scores.
- Systems and Process Design:
- Coordinate with technology teams to ensure company systems, including applications, meet customer service needs.
- Develop new processes for more efficient service operations.
- Documentation & MIS:
- Provide periodic reports to management on after-sales and service activities.
- Any other business as assigned by your supervisor.
Qualifications:
- Hold a degree/diploma in engineering or relevant disciplines from a recognized university/institution.
- Have at least 1+ years of experience in after-sales services support in the electronic consumer goods/mobile industry.
- Demonstrate experience in solar inverter installations.
- Excellent verbal and written communication skills, with the ability to communicate effectively to different audiences.
- Passionate about customer service and issue resolution.
- Ability to maintain calm under pressure.
- Efficient in executing duties with good planning and organizational skills.
- Critical thinker with the ability to structure problems and drive solutions in ambiguous situations.
- Entrepreneurial spirit with the ability to work independently and innovate.
What We Offer:
- Opportunity for professional growth in a dynamic, fast-growing, high-impact industry.
- Work in an open-minded, collaborative culture with enthusiastic people driven by the challenge of innovating and growing a sustainable business.
- Multicultural experience working with people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs through the Sun King Academy.
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To apply for this job please visit sunking.com.