Job Description

The Customer Relations Manager is responsible for managing customer communication, coordinating service-related activities, and handling commercial administration such as quotations, invoicing, and follow-ups. The role supports technicians, sales teams, and management by providing structured customer engagement, accurate documentation, and efficient processing of service-related transactions.
This is a customer-facing administrative role requiring strong organisational skills, technical understanding of solar PV systems, and the ability to manage multiple service interactions.
Key Responsibilities
1. Customer Relationship & Communication
Serve as the primary point of contact for customers regarding service queries, support requests, quotations, and progress reporting.
Maintain a professional, customer-centred approach in handling queries, concerns, and follow-ups.
Schedule site visits, inspections, and service calls in coordination with technical teams.
2. Commercial Administration (Quotes, Invoicing & Documentation)
Prepare and issue quotations for service work, call-outs, repairs, and replacement components.
Arrange purchase orders and ensure alignment between customer requirements and technicians or contractors.
Create sales orders and send invoices and credit notes to customers, ensuring accuracy and compliance with pricing structures.
Track payment statuses, follow up on outstanding amounts, and coordinate with finance on overdue accounts.
Maintain organised electronic records of all customer interactions, quotes, invoices, and supporting documents.
3. Service Coordination & Job Flow Management
Monitor service tickets and work requests in the CRM or service management system (Hubspot).
Track job progress and keep customers updated at key milestones (arrival times, findings, next steps, completion).
Ensure technicians receive complete job briefs, including system details, site access information, and required parts/equipment.
Communicate contractors' and technicians' reports and findings to customers where needed.
4. Technical Support Facilitation
Understand basic solar PV components (inverters, modules, optimisers, batteries, balance of system) to communicate effectively with customers.
Liaise between customers and technical teams to ensure accurate interpretation of problems and solutions.
Track recurring issues to highlight trends for internal improvement.
5. Process & Customer Experience Improvement
Identify gaps or delays in administrative workflows and propose solutions.
Develop and improve templates for service reports and customer communications.
Support the implementation of CRM and service management tools to improve efficiency and transparency.
Contribute to improving customer satisfaction by standardising response times and communication quality.
6. Cross-Functional Coordination
Collaborate with sales, technical, procurement, and finance teams to ensure customers receive consistent and accurate information.
Coordinate with procurement for parts availability and lead times required for service work.
Support management with updates on customer accounts, service performance, and commercial activity.
Qualifications & Experience
Diploma or degree in Business Administration, Renewable Energy, Office Management, or related field.
3-6 years experience in customer service or administrative roles, preferably in a technical or solar PV industry environment.
Experience with CRM systems, invoicing tools, and service management software.
Good understanding of solar PV system components and service workflows.
Strong commercial acumen and administrative accuracy.
Key Competencies
Excellent written and verbal communication
Strong organisational and administrative skills
Commercial awareness (quoting, invoicing, PO management)
Customer-centric mindset
Ability to translate technical information for non-technical clients
Attention to detail and high accuracy
Ability to manage multiple priorities
Problem-solving and follow-through skills
Professional conduct in challenging customer interactions
Performance Indicators (KPIs)
SLA compliance rate (uptime, response time, resolution time)
Invoice accuracy and on-time billing
Accuracy and timeliness of customer reports
Renewal rate of O&M contracts
Quality and organisation of CRM and service management tools
Knowledge development of products distributed by the Sustech business unit

Skills Required