SOLS 24/7 Malaysia Hiring! Full Time Customer Service Manager in Federal Territory, Earn up to MYR 5,500 - Ricebowl

ROLE SUMMARY

As a Customer Service Manager at SOLS Energy, you will lead and develop our frontline customer service team to deliver an outstanding post-sales experience. You will be responsible for managing day-to-day service operations, resolving escalated issues, and ensuring that every customer — from installation to system performance — feels supported and valued throughout their solar journey.

KEY RESPONSIBILITIES

• Serve as the primary escalation point for complex customer inquiries, complaints, and service issues.
• Ensure the team provides prompt, accurate, and empathetic responses across all communication channels (phone, email, live chat, and in-person).
• Conduct regular customer satisfaction surveys (CSAT/NPS) and lead structured feedback sessions to gather actionable insights.
• Develop and implement strategies to continuously improve the end-to-end customer experience, from lead inquiry to post-installation support.
• Partner with Sales and Marketing teams to ensure a consistent, positive customer journey aligned with the SOLS Energy brand promise.
• Proactively identify gaps or weaknesses in the customer experience and drive initiatives to address them.
• Champion customer needs and preferences within the organisation, ensuring the customer's voice informs key business decisions.
• Analyse customer feedback data to surface patterns, trends, and root causes, translating insights into actionable recommendations.
• Collaborate with Product Development and Operations teams to enhance product offerings and service delivery based on real customer insights.
• Educate customers about solar energy products, financing options, and the benefits of adopting clean energy solutions.
• Develop and manage customer engagement programmes including loyalty schemes, referral programmes, and community events.
• Create informative, engaging customer-facing content such as user guides, FAQs, tutorial videos, and newsletters.
• Lead training sessions for the customer support and sales teams to continuously elevate customer interaction skills and product knowledge.
• Monitor and report on key customer experience metrics and KPIs, including CSAT, NPS, first-response time, resolution rate, and churn.
• Analyse customer behaviour data to identify trends, preferences, and opportunities for service improvement.
• Present regular, insight-rich reports to senior management with clear recommendations to drive strategic decisions.
• Build strong relationships with internal stakeholders across Sales, Marketing, Product Development, Finance, and Technical Support.
• Ensure customer experience strategies are aligned with overall business objectives and the company's sustainability mission.
• Actively participate in cross-functional teams and company-wide initiatives that promote a customer-centric culture.

BENEFITS

• A fair remuneration package including an attractive commission scheme.
• Career progression in a fast growing impact organization
• Work in an agile-driven environment alongside a diverse team who will support your job growth.
• Contribute directly to improving the lives of B40 communities, as a part of a #madetoimpact organization.

QUALIFICATIONS

• Minimum 5 years of experience in customer experience optimization, with a background with tech startups preferred.
• A passion for community development and management experience in both individual and community-wide interventions.
• Familiarity with applications including Hubspot and MessageBird.
• Proven written communication skills to monitor and evaluate reports.
• Strong communication skills, adaptability to change, and the initiative to take ownership of your role.

Pay: RM4,000.00 - RM5,500.00 per month

Benefits:

• Additional leave
• Maternity leave
• Parental leave
• Professional development

Work Location: In person