Customer Experience & Advocacy

SOLS Energy is a #madetoimpact organisation. We believe in creating a sustainable future with the power of the sun at our backs. We are a leading solar energy provider in Malaysia on a mission to equip homes with the latest in solar technology helping people save money while saving the planet. We are a Petronas backed venture which has grown considerably over the past 3 years and are now charting the next stage of our growth. 

SOLS Energy also runs the first Solar Academy in Malaysia that offers technical skills in the solar industry and personal development training programs to local youth as well as Green Impact CSR arm providing rural electrification solutions for offgrid communities throughout Malaysia.

• Track customer experiences across channels, platforms, and touchpoints.
• Analyze customer feedback, locate user experience pain points, prepare reports.
• Design service solutions from an end user's perspective to solve current experience gaps and potential customer needs.
• Execute systems and workflows for Hubspot, MessageBird, and CX applications.
• Responsible for an immediate satisfactory settlement of escalated customer complaints.
• Ensure continuous improvement of product/FAQ/customer service SOP/CX metrics during the product life cycle.
• Encourage a consumer-centric culture and ensure that the "voice of the customer'' is continuously heard within the organization.
• Create and manage customer advocacy programs, including referral programs, testimonials, case studies, and reviews.
• Identify and nurture satisfied customers who can serve as brand advocates.
• Create engaging content, newsletters, and other materials that add value to the customer relationship.
• Collaborate with various departments, such as marketing, sales, and product development, to align customer-centric strategies and ensure consistent brand messaging.
• Provide training and guidance to the customer support and sales teams to improve customer interaction skills.

• At least 3 years of experience in customer experience optimization or customer service solution/workflow design.
• Strong communication skills, risk awareness, analytical ability, able to lead and solve complex problems across diverse organizational structures. results-oriented awareness.
• Proven written communication skills for monitoring and evaluating reports.
• Organisational skills.
• Keen eye for detail.
• Must have the ability to report to work on a regular and punctual basis, despite working in flexible schedule.
• Passionate in community development and management in both individual and wide community intervention.

• Competitive remuneration package.
• Working in an agile driven environment with individuals from all walks of life. 
• Being a part of a #madetoimpact organisation and knowing that every aspect of work you do helps to support the B40 communities across Malaysia. 
• Career growth potential in an ever evolving startup.