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Role Overview
Lead the customer service team and ensure consistently positive customer interactions across all channels. You'll focus on exceeding customer expectations, building lasting relationships, and providing technical support for Alloy Charge's solar products.
Responsibilities
- Manage and coach the customer service team, creating development opportunities for team members.
- Oversee customer inquiries across phone, email, and online chat channels.
- Resolve customer issues efficiently and professionally, following established protocols.
- Provide technical support and troubleshooting for Alloy Charge solar products including SunXtractor charge controllers, PowerVault batteries, and FreedomVolt inverters.
- Proactively identify and address customer concerns before they escalate.
- Set up and track customer service performance metrics to identify areas for improvement.
- Create and maintain knowledge base articles and FAQs for customer self-service support.
Requirements
- Education: Bachelor's degree in electronics or electrical engineering preferred.
- Experience: At least 3 years in customer service or a related field, with a proven track record of excellent service delivery in a fast-paced environment. Experience troubleshooting solar product issues is highly valued.
- Strong communication and interpersonal skills, with the ability to build rapport with customers.
- Problem-solving and analytical skills to diagnose and resolve technical issues.
- Ability to prioritize, handle multiple inquiries simultaneously, and meet deadlines.
- Proficiency with CRM software such as Salesforce or Zendesk.
- In-depth knowledge of solar energy technology and its applications in off-grid settings.
About Alloy Charge
Alloy Charge Technologies was founded in 2023 with a vision to seamlessly integrate solar, wind, battery storage, and grid power into a unified energy experience. Our team of engineers, programmers, designers, and marketers is building intelligent energy management products from Bengaluru, India.
