Job Title: Customer Service Manager
Company: Hytech Solar
Location: Melbourne (Point Cook)
Employment Type: Full-Time
Salary: AUD 80k -90k + superannuation per year, based on experience and qualifications
About Us:
Hytech Solar is a leading provider of solar energy solutions, dedicated to delivering exceptional service and innovative products to our customers. We believe in the power of renewable energy and strive to create a sustainable future through our services.
Position Overview:
We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team. The ideal candidate will possess a strong background in customer service and management, with a passion for renewable energy. As the Customer Service Manager, you will be responsible for ensuring a high level of customer satisfaction and effective service delivery.
Key Responsibilities:
Managing customer service and business relations at Hytech Solar, Melbourne. Training representatives to provide solar services across Australia, focusing on client communication and sales support.
Developing customer satisfaction goals and managing the service team to achieve them through the implementation of updated policies. Regularly reviewing compliance with guidelines to ensure effective customer service.
Liaising with sales, marketing, IT, and finance to address customer experience issues, including faulty product replacements, warranty services, and installations. Collaborating with departments to resolve customer inquiries and maintain satisfaction.
Preparing strategic and operational plans for retail while managing recruitment, training, and retention of representatives. Achieving customer service and HR objectives by selecting candidates, providing training, and fostering a supportive environment for employee development.
Creating customer service procedures, policies, and standards while maintaining accurate records of interactions. Leading quality investigations and collaborating with directors to propose improvements that meet customer expectations. Staying updated on industry developments and applying best practices to areas needing enhancement.
Providing direction and feedback to the customer service team to enhance standards by aligning KPIs with performance metrics.
Reporting to the company director on customer satisfaction, revenue, KPIs of customer service representatives, and sociopolitical issues affecting operations to advise on customer relations policies.
Implementing a customer loyalty program and improving service quality through surveys, process redesign, and result analysis.
Advising after-sales customers on solar energy rebates in Victoria to ensure satisfaction, gather feedback, and enhance service quality.
Managing day to day operations; scheduling installations, retention and follow-ups.
Qualifications:

• Diploma in Business Administration, Management, or a related field.
• 4+ years of experience in a customer service management role, preferably in the renewable energy sector. Opportunity to contribute to the renewable energy industry and work towards net-zero

Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.
• Proficient in customer service software and Microsoft Office Suite.
• Problem-solving mindset with a customer-focused approach

Why Join Us?
At Hytech Solar, we value our employees and provide opportunities for professional growth and development. We offer a competitive salary, comprehensive benefits package, and a positive work environment. Opportunity to contribute to the renewable energy industry and work towards net-zero. Hytech Solar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $80,000.00 – $90,000.00 per year
Schedule:

• 8 hour shift

Work Authorisation:

• Australia (Preferred)

Work Location: In person
Application Deadline: 29/12/2024