Client Relationship Manager

4 weeks ago

Johannesburg, South Africa Kukhanye-Kwande Solutions Full time

**Key Responsibilities**:
**1. Customer Care and Support**:

- Serve as the primary point of contact for customers, addressing inquiries, concerns, and feedback in a timely and professional manner.
- Provide exceptional customer service, ensuring all customer interactions are positive and effective.
- Resolve customer issues and complaints efficiently, escalating to the Senior CRM when necessary.
- Monitor customer satisfaction levels and implement strategies to improve overall customer experience.

**2. Technical Advice**:

- Provide technical advice and support to customers regarding Solar PV and BESS products, services, and installations.
- Collaborate with internal teams to ensure customers receive accurate and comprehensive technical information.
- Stay updated on industry trends, product developments, and technical advancements to provide informed guidance to customers.
- Conduct technical assessments and troubleshoot issues to provide effective solutions.

**3. Relationship Management**:

- Develop and maintain strong relationships with existing and potential customers.
- Understand customer needs and preferences to provide tailored solutions and support.
- Conduct regular follow-ups with customers to ensure their satisfaction and gather feedback.
- Assist in the development and execution of customer retention strategies.
- Use engagements to generate lead referrals for solar opportunities.

**4. Query Management**:

- Handle customer queries related to Solar PV and BESS products, services, and installations.
- Coordinate with internal teams, including technical support, sales, and operations, to provide accurate and timely information to customers.
- Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
- Analyze query trends and provide insights to the Senior CRM for process improvements.

**5. Customer Communication**:

- Develop and distribute customer communications, including newsletters, product updates, and service announcements.
- Ensure all customer communications are clear, concise, and aligned with company standards.
- Organize and participate in customer events, webinars, and training sessions to enhance customer engagement.

**6. Support to Senior CRM**:

- Assist the Senior CRM in developing and implementing customer relationship management strategies.
- Provide support in preparing reports, presentations, and other documentation related to customer care and relationship management.
- Contribute to the continuous improvement of customer service processes and policies.

**Qualifications**:

- Bachelor’s degree in Engineering, Renewable Energy, Business, or a related field.
- Minimum of 3-5 years of experience in customer relationship management or customer service, preferably within the renewable energy sector.
- Strong knowledge of Solar PV and BESS technologies and services.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM software and Microsoft Office Suite.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Commitment to providing exceptional customer service and a positive customer experience.

**Skills and Competencies**:

- Customer-centric approach and strong relationship-building skills.
- Ability to handle multiple tasks and prioritize effectively.
- Detail-oriented with a high level of accuracy.
- Analytical skills to interpret customer data and feedback.
- Adaptability and flexibility to work in a fast-paced environment.
- Commitment to sustainability and renewable energy principles.

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelors (required)

**Experience**:

- Customer Relationship Management within renewable energy: 3 years (required)

**Location**:

- Johannesburg, Gauteng (preferred)

Application Deadline: 2024/11/27

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