Customer Service & Support Representative

ProSolar Australia; Byron Bay; Presencial; AUD 55 000 - 75 000; Tempo integral

Resumo da oferta

ProSolar Australia is seeking a Customer Service & Support Representative to be the primary contact for customers after installation. You will handle inquiries, investigate issues, and coordinate with installers, suppliers and manufacturers to move matters toward resolution.

Some inquiries will be straightforward; others require persistence, research and careful coordination. You will maintain CRM records and foster strong relationships with service partners.

Qualificações

• Experience in customer service, support, or service coordination preferred.
• Strong written and verbal communication skills.
• Ability to stay calm and professional in difficult conversations.
• Excellent organisational skills with multiple open enquiries.
• Comfort with CRM systems and maintaining accurate records.

Responsabilidades

• Manage inbound and outbound customer calls, emails and post-installation enquiries
• Investigate solar and battery issues, working with our technical team and manufacturers
• Coordinate warranty claims and follow up on outstanding actions
• Keep customers informed with clear updates and realistic expectations
• Maintain accurate customer records, case notes and next steps in our CRM
• Build productive relationships with installers, suppliers and service partners
• Identify recurring issues and suggest practical improvements
• Invite customers to share honest feedback and reviews

Conhecimentos

Customer service

Clear communication

Organisation

Attention to detail

CRM systems

Problem solving

Formação académica

High School Diploma or equivalent

Ferramentas

CRM software

Microsoft Office

Ticketing system

Descrição da oferta de emprego

Customer Service & Support Representative

Reporting to our Operations Manager, you'll be a key contact for customers who need help after installation. You'll manage enquiries, investigate issues and coordinate with our installers, suppliers and manufacturers to move matters through to resolution. Some enquiries will be straightforward; others will require persistence, research and careful coordination. You won't need every answer immediately, but you will need the initiative to find it and the follow-through to keep things moving.

Key responsibilities

• Manage inbound and outbound customer calls, emails and post-installation enquiries


• Investigate solar and battery issues, working with our technical team and manufacturers


• Coordinate warranty claims and follow up on outstanding actions


• Keep customers informed with clear updates and realistic expectations


• Maintain accurate customer records, case notes and next steps in our CRM


• Build productive relationships with installers, suppliers and service partners


• Identify recurring issues and suggest practical improvements


• Invite customers to share honest feedback and reviews

About you

• Experience in customer service, customer support, service coordination or a similar role


• Clear, confident communication over the phone and in writing


• The ability to stay calm, listen carefully and handle difficult conversations professionally


• Strong organisation and attention to detail, especially when managing several open enquiries


• Confidence using computer systems and maintaining accurate records


• Curiosity about how things work and a willingness to learn technical information


• A reliable, practical approach: you take responsibility and follow through


• Experience in solar, batteries, electrical services or warranty support would be valuable

About us

ProSolar is a local, family-owned business helping households and businesses reduce their energy costs through solar, batteries and EV charging. Our reputation is built on being Trusted. Local. Reliable. We take pride in our work, care about our customers and value people who back their teammates and take responsibility.