Aftersales Support Officer at Winock Solar Limited

Job Summary

• The Aftersales Support Officer at Winock Solar is responsible for providing post-installation and post-sales support to customers who have purchased solar solutions from the company.
• The role ensures that customers receive timely assistance, technical support coordination, and effective resolution of inquiries or complaints related to their solar systems.
• The Aftersales Support Officer plays a key role in maintaining high customer satisfaction by managing service requests, coordinating with technical teams for system maintenance or repairs, and ensuring a seamless customer experience after installation.

Key Responsibilities
Customer Support & Communication:

• Serve as the first point of contact for customers requiring support after the purchase and installation of their solar systems.
• Respond promptly to customer inquiries, complaints, and service requests via phone, email, or other communication channels.
• Provide clear information to customers regarding their solar systems, warranties, maintenance procedures, and service timelines.

Service Request Management:

• Receive, log, and track customer complaints and service requests in the company’s customer support system.
• Coordinate with the technical and operations teams to schedule inspections, maintenance, or repair visits.
• Ensure service requests are resolved within the expected timelines.

Issue Resolution & Escalation:

• Identify and resolve customer concerns related to solar system performance, installation follow-ups, or service issues.
• Escalate complex technical issues or unresolved complaints to the Aftersales Manager or Technical Team where necessary.
• Follow up with customers to ensure that issues have been satisfactorily resolved.

Coordination with Internal Teams:

• Work closely with the sales, logistics, and technical teams to ensure smooth aftersales service delivery.
• Provide feedback on recurring technical issues or product concerns observed from customer reports.

Documentation & Reporting:

• Maintain accurate records of all customer interactions, complaints, and service activities.
• Prepare periodic reports on service requests, resolution timelines, and customer feedback.
• Monitor trends in customer complaints and recommend improvements to service processes.

Customer Experience & Retention:

• Conduct follow-up calls with customers after installations or service visits to confirm system performance and satisfaction.
• Support initiatives aimed at improving customer experience and strengthening customer relationships.
• Promote maintenance awareness and proper usage of solar systems to customers

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Engineering, Customer Service, or a related field.
• 2–3 years of experience in customer service, aftersales support, or technical support.
• Experience in the solar, renewable energy, or technical service industry is an added advantage.
• Strong customer service and relationship management skills
• Excellent communication and interpersonal skills
• Ability to manage high volumes of customer calls and service requests
• Good problem-solving and coordination skills
• Proficiency in Microsoft Office and customer service tools
• Ability to work in a fast-paced operational environment.