Customer Service Manager
Role Summary
The Customer Service Manager owns the experience every SOLS Energy customer has after they commit, making sure every complaint is resolved and every customer feels supported from installation onwards. This people-facing leadership role runs the CS team, owns the ticketing system end to end, and is the voice of the customer inside the organisation.
In this role you will:
- Own the resolution of all post-installation complaints and technical issues, from the moment a ticket is raised to the moment the customer confirms it is resolved.
- Coordinate with the Technical team so field visits, repairs, and follow-ups are completed within the agreed SLA, and handle escalated complaints directly.
- Own the CS ticketing system completely, including structure, categorisation, assignment rules, and closure standards, with zero tickets unresolved beyond the SLA threshold.
- Run weekly ticket reviews to identify bottlenecks, overdue items, and recurring issues, and keep leadership informed of critical patterns.
- Directly manage and develop CS executives and agents, setting clear expectations, coaching regularly, and running consistent briefings and 1:1s.
- Set the tone for post-sale customer communication across WhatsApp, email, and other channels, and follow up after resolution to confirm satisfaction.
- Track and report CS KPIs weekly and monthly, including ticket volume, resolution time, SLA compliance, and satisfaction scores.
- Identify recurring complaint types and escalate systemic issues to Technical, Sales, or Operations for upstream fixes.
- Build and maintain SOPs for all CS workflows and improve processes by removing unnecessary steps.
To be shortlisted for this position, you will need to have:
- Minimum 3 years of experience in a customer-facing role, with at least 1 year in a team leadership or supervisory capacity.
- Demonstrated ability to manage a ticketing or complaint resolution system at volume.
- Strong interpersonal skills, able to handle difficult customers and difficult conversations with composure and care.
- Organised and detail-oriented, so no complaint falls through the cracks.
- Clear and professional communicator in both English and Bahasa Malaysia, written and verbal.
- Comfortable building and enforcing SOPs and team standards from scratch.
- High accountability, you do not wait to be chased and you do not accept vague closure.
- Comfortable using Google Workspace and picking up new digital tools quickly.
What's great about this opportunity?
- A fair remuneration package.
- Career progression in a fast growing impact organisation backed by Petronas.
- Work in an agile-driven environment alongside a diverse team who will support your job growth.
- Contribute directly to improving the lives of low-income communities, as a part of a #madetoimpact organisation.
About SOLS Energy
Be part of SOLS Energy, a leader in renewable energy committed to a greener future. We seek innovators and problem-solvers to help homeowners transition to clean energy and expand access in rural areas. Your work will contribute to creating green jobs and empowering economically disadvantaged communities.
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Equal Opportunity
SOLS is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the people we serve. We recruit based solely on merit and qualifications, without regard to race, religion, gender, age, disability, or any other status protected by law. We believe in fostering an inclusive workplace where everyone is respected, valued, and given the chance to thrive.
Contact Us
If you're interested in exploring career opportunities beyond the listed role, we'd love to hear from you. Reach out to the Talent Acquisition Team to discuss other options that may be a good fit for you.
All inquiries are strictly confidential.