Customer Experience Consultant

About the position

A leading residential renewable energy company is seeking a highly motivated and customer-focused individual to join their team as a Customer Experience (CX) Consultant. As a CX Consultant, you will develop and maintain strong, long-term relationships with clients, ensuring their needs are consistently met and that they receive exceptional service. This position is pivotal in onboarding, growing, and retaining their customer base.

The primary responsibilities of this role are to handhold customers through their entire solar journey, from arranging their solar installation through to post-installation support, ensuring their satisfaction, and identifying upselling opportunities while delivering a superior experience in setting the stage for a successful customer journey. As a Customer Success Consultant, you will be responsible for creating, mapping, and owning the customer experience journey, ensuring that customers derive maximum value from the products or services and have a seamless experience throughout their interaction with the company. You will collaborate closely with cross-functional teams to understand customer needs, develop strategies to address them, and drive customer satisfaction and retention.

Responsibilities include:

Solar Installation Coordination:

• Work with installation teams and coordinate the installation process and execution for new customers.
• Ensure that installation schedules are communicated effectively to customers and executed efficiently.

Customer Onboarding and Relationship Management:

• Welcome and onboard new customers to our solar services.
• Provide an informative overview of our products, services, and processes.
• Explain our customer support process and procedures, including how to report and resolve issues.
• Offer guidance and assurance in case of technical or service-related problems.
• Serve as the main point of contact for assigned clients.
• Build and nurture strong, trust-based relationships with clients.
• Regularly communicate with clients to update them on product/service enhancements, industry trends, and relevant information.
• Understand the unique needs and goals of each client.
• Identify opportunities to expand and upsell products or services to meet those needs.
• Collaborate with the sales team to convert these opportunities into sales.
• Manage contract renewals and negotiate terms with clients.
• Gather feedback from customers about their onboarding experience.
• Use feedback to identify areas for improvement and report findings to the relevant teams.
• Develop account plans and strategies to achieve growth and retention goals.
• Collaborate with internal teams to ensure client objectives are consistently met.
• Ensure high levels of customer satisfaction and loyalty.

App Education:

• Assist customers in setting up their accounts and profiles.
• Walk them through the registration process and address any issues or questions.
• Educate customers on using our mobile app to monitor and manage their solar system.

Product Education:

• Educate customers on how to use our products or services effectively.
• Explain product features, functionalities, and benefits clearly.
• Provide customers with access to resources, guides, and documentation.
• Ensure customers have the necessary materials to self-serve effectively.

Customer Experience Mapping:
Develop and maintain comprehensive customer journey maps, identifying touchpoints and opportunities for improvement at each stage of the customer lifecycle.

Customer Engagement Strategy:
Design and implement proactive engagement strategies to nurture and support customers, ensuring their success and satisfaction with our products or services.

Customer Feedback and Insights:
Gather customer feedback through various channels and analyse data to identify trends, pain points, and opportunities for improvement, driving actionable insights to enhance the customer experience.

Product and Service Enhancement:
Collaborate with product development and marketing teams to convey customer feedback and insights, influencing product roadmap decisions and ensuring alignment with customer needs.

Retention and Expansion:
Develop and execute strategies to drive customer retention and expansion, including upsell and cross-sell initiatives based on a deep understanding of customer needs and usage patterns.

Qualifications:

• 3 year diploma or equivalent.
• Minimum 2 years of proven experience in customer service, account management, customer success roles, or customer onboarding roles.
• UX and customer journey mapping would be advantageous.
• Knowledge of the solar/renewable energy industry is a plus.
• Strong interpersonal and communication skills.
• The ability to build and maintain strong customer relationships.
• Detail-oriented and well-organized.
• Extensive problem-solving skills and the ability to handle customer issues with empathy.
• High proficiency in using relevant software and tools.
• Sales experience is a bonus.
• The ability to work independently and collaboratively with a team.

Desired Skills:

• Customer experience
• Customer Support
• Customer Service
• Sales
• Key Account Management
• Customer Engagement
• Customer Experience
• Customer Journey
• Customer Journey Mapping
• Customer Management

Desired Work Experience:

• 2 to 5 years Client / Customer Support

Desired Qualification Level:

• Diploma

About The Employer:

We are one of the leading residential "solar-as-a-service" companies in South Africa. As a leading renewable energy company dedicated to providing sustainable and efficient solar solutions to our customers, we make the transition from grid to solar hassle-free with affordable finance solutions and offer support over the lifetime of each solar system.

To every one of our customers, we deliver peace of mind, a hedge against continuing electricity price increases, protection from load shedding, and the promise of contributing to a sustainable tomorrow. We are committed to reducing our carbon footprint and creating a brighter, cleaner future. Our team of experts is passionate about innovation and strives to make solar energy accessible to all. Join us in our mission to change the world, one solar panel at a time.