Senior Solar Customer Service Support
- Clark, Pampanga, PH
- Full time | Onsite
- Day Shift | AU Business Hours
The Senior Customer Service Support officer is responsible for managing customer cases end-to-end, ensuring every enquiry, complaint, and service request is handled promptly, professionally, and to the highest standard.
The role demands an experienced, hands-on professional who takes full ownership of their caseload, communicates proactively with customers, coordinates effectively with installers and field technicians, and supports the wider customer service team. The position holder is expected to set the standard for service quality and act as a senior point of contact for more complex or escalated matters.
Case Management & Resolution
- Own the full lifecycle of assigned customer cases, ensuring each is resolved efficiently and documented accurately.
- Manage a portfolio of customer cases from initial contact through to final resolution, maintaining ownership at every stage.
- Respond to all customer enquiries across phone, email, and messaging channels promptly and professionally.
- Handle complex, sensitive, or escalated cases referred from junior team members, applying sound judgement and care.
- Maintain complete and accurate case records, including actions taken, communications, and outcomes.
- Identify recurring issues and flag systemic problems to the Head of Service for corrective action.
- Ensure every customer interaction reflects the Regen Power brand values of professionalism, transparency, and care.
Customer Communication & Follow-Up
- Maintain proactive, timely communication with customers throughout the service journey.
- Provide clear, accurate, and timely updates to customers on the status of their cases and installations.
- Proactively follow up on open cases to ensure no enquiry is left unattended or allowed to fall behind.
- Manage customer expectations honestly, setting realistic timeframes and following through on commitments.
- Contact customers ahead of scheduled service or installation work to confirm details and readiness.
- Capture and log customer feedback, escalating concerns where appropriate.
Installer & Field Technician Coordination
- Coordinate with installers and field service technicians to ensure service jobs are scheduled and completed without delay.
- Liaise with installers and field technicians to schedule, confirm, and track service and installation jobs.
- Contact installers during designated calling hours to provide job details and confirm attendance.
- Monitor job progress and follow up promptly on any delays, no-shows, or incomplete work.
- Escalate scheduling conflicts or capacity gaps to the Head of Service without delay.
- Ensure all job outcomes are recorded and communicated back to the customer in a timely manner.
HubSpot & Systems Management
- Use HubSpot and related systems to manage cases accurately and maintain data integrity.
- Log, update, and track all customer cases within HubSpot in line with company processes.
- Use approved email templates and workflows, ensuring all communications are accurate and up to date.
- Maintain clean, accurate, and complete records across all customer touchpoints.
- Identify gaps or inefficiencies in workflows and templates and recommend improvements.
Team Support & Knowledge Sharing
- Act as a senior resource within the customer service team, supporting junior colleagues and sharing knowledge.
- Provide guidance and support to junior customer service staff on case handling and resolution.
- Share product, process, and system knowledge to lift the overall capability of the team.
- Assist in maintaining consistency of service standards across the team.
- Support the Head of Service with ad-hoc customer service tasks and projects as required.
- Willingness to learn and take direction.
- Strong work ethic and reliability.
- Positive, team-oriented attitude.
