Customer Service Support Manager

Solar Power Nation; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Solar Power Nation in Australia is seeking a Customer Service Support Manager to lead daily operations from the Greater Melbourne and Sydney area. This on-site role manages inquiries, service requests, and technical issues related to solar installations, while coaching a service team to meet high customer satisfaction.

You will set performance standards, monitor metrics, handle escalations, coordinate with technical and installation crews, and implement process improvements to raise service

Qualifications

• Strong customer service and support skills to manage inquiries and maintain high service standards.
• Ability to monitor customer satisfaction and drive improvements.
• Technical support capabilities to understand solar products and coordinate resolutions with technical teams.
• Analytical skills to interpret customer data and identify trends for process improvements.
• Experience leading customer-facing teams in energy/utilities or related industries.
• Strong communication, problem-solving and conflict-resolution abilities.
• Proficiency with CRM systems and standard office software.
• Relevant tertiary qualification in business/management is advantageous.

Responsibilities

• Oversee daily customer support operations and respond to inquiries.
• Lead and mentor a customer service team; set performance standards.
• Coordinate with technical and installation teams; resolve escalations.
• Monitor metrics and report on customer feedback; identify trends.
• Implement best practices to improve service quality.

Skills

Customer service management

Team leadership

CRM systems

Analytical skills

Communication

Conflict resolution

Education

Bachelor's degree in business

Tools

CRM software

Job description

Company Description Solar Power Nation is one of the largest solar companies in Australia, with a strong presence across the country reflecting a high level of customer trust. The company focuses on delivering clean, renewable energy solutions to residential and commercial customers. Solar Power Nation’s vision is to promote non-polluting sources of energy by offering reliable solar power systems at competitive rates. Team members contribute to a mission-driven environment that supports sustainability and long-term energy savings. The organization values customer satisfaction, ethical practices, and continuous improvement in solar technology and service.

Role Description The Customer Service Support Manager is a full-time, on-site role based in the Greater Melbourne And Sydney Area. This role oversees daily customer support operations, ensuring timely and effective responses to inquiries, service requests, and technical issues related to solar installations and products. The manager will lead and mentor a customer service team, set performance standards, and monitor metrics to maintain high levels of customer satisfaction. Responsibilities include handling escalations, coordinating with technical and installation teams, optimizing support processes, and implementing best practices to improve service quality. The role also involves reporting on customer feedback, identifying trends, and recommending solutions that enhance the overall customer experience.

Qualifications

• Candidates should possess strong Customer Service and Customer Support skills to manage inquiries, resolve issues, and maintain high service standards.
• Candidates should possess skills in Customer Satisfaction to monitor feedback, drive improvements, and build long-term customer relationships.
• Candidates should possess Technical Support capabilities to understand solar products, troubleshoot basic technical problems, and coordinate resolutions with technical teams.
• Candidates should possess Analytical Skills to interpret customer data, track performance metrics, and identify trends that inform process improvements.
• Experience leading customer-facing teams in energy, utilities, or related industries is highly beneficial.
• Strong communication, problem-solving, and conflict resolution abilities are required.
• Proficiency with CRM systems and standard office software is preferred.
• Relevant tertiary qualification in business, management, or a related field is advantageous.