Customer Service Representative (Spanish Bilingual) - Philippines

Localisation Philippines, Philippines
Energy
Partial remote possible
Posted on 06-12-2024

SunPower

We believe clean energy and storage should be accessible to everybody, designing all-in-one residential solutions backed by personal customer service and the industry's most comprehensive warranty.

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  • Unknown
  • Between 50 and 250 employees
  • Energy
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Do you want to change the world? We do, too.

 

SunPower is changing the way our world is powered every day with a passionate and driven team in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.

SUMMARY OF ROLE

 

SunPower is seeking a Customer Service Representative and will be responsible for championing and supporting SunPower customers and partners throughout the solar post-installation and ownership process. At its core, the CSR must be able to build relationships and provide personalized experiences tailored to customer’s needs, answer questions, provide recommendations and insights, troubleshoot problems, resolve issues in a timely and efficient manner, and communicate with customers frequently. The position is also expected to possess the curiosity and growth mindset to learn and be well-informed about all aspects of solar energy, including latest trends and technologies, financing options, and government regulations.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Fully embrace and embody the concept of owning customer experience. Taking immediate action to resolve customer concerns and assuming accountability for resolution.
  • Problem-Solve: Provide timely and effective resolution and support to solar customers throughout the post-install and ownership journey, in different channels like phone, chat and email.
  • Communicate Effectively and Proactively: Present technical information in a clear and user-friendly fashion, keeping customers informed throughout the resolution process, providing updates on progress, expected timelines, and any potential obstacles.
  • Investigate Thoroughly: Leverage business tools, data, and analytics to access customer information and interactions, including their solar system details, performance, installation history and maintenance records, allowing for personalized and context-based service and experience.
  • Educate Customers: about overall system health, recommend how to get the most out of their solar systems and provide insights for next issue avoidance.
  • Ensure Closure: See each customer issue through to its conclusion, verify that the problem has been resolved and the customer is content with the outcome.
  • Advocate for the Customer: Serve as the customer's advocate within the organization, collaborating with cross-functional teams at all levels to ensure that customer needs are met, and issues are resolved to their satisfaction.

RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

  • Educational Background: Bachelor’s/College Degree
  • Work Experience: At least 2yrs experience in a technical support role/capacity in the customer service space, customer-facing org
  • Skills/Competencies: Excellent English and Spanish communication skills (verbal and written)
  • Customer-centric, problem solvers and critical thinkers with passion to provide effortless customer experience.
  • Excellent customer service and advocacy skills
  • Strong growth mindset, technical aptitude, and systems comprehension
  • Strong analytical and problem-solving skills.
  • Comfortable with the use of multiple and complex business tools and technologies
  • Exude grace under pressure and collaborative and empathetic mindset.
  • Excellent computer skills and proficiency in MS Office and use of web-based applications, Salesforce and Oracle background preferred.
  • Basic Networking: Capable of troubleshooting or learning to troubleshoot TCP/IP network, including WiFi configuration, and resolving connectivity issues.
  • Familiarity with mobile apps:  Capable of guiding customers to install or reinstall mobile applications on iphones, ipads, and android phones from relevant app stores.

#LI-Remote

OTHER PERTINENT INFORMATION

  • This is an FTE position (full time employment).
  • Candidate must be willing to work in Binan Laguna
  • Candidate must be legally entitled to work and reside in the Philippines.
  • Candidate must be willing to render overtime as business requires (weekends, US/PH holidays)
  • Candidate must be flexible to work on a night shift schedule supporting North America region.
  • Candidate must be willing to work on rotating schedules and days off.
  • Candidates will be on flexible work arrangement (combination of onsite and remote work) (if applicable depending on the nature of the job).
  • Tool of Trade: Laptop/Desktop, Extended Monitor, Headset (as needed)

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Equal Employment Opportunity

The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

EOE Minorities/All Genders/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation

SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: [cliquez sur candidater pour accéder aux informations] Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.