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Customer Care Specialist

Job Description

SolarEdge is a top global leader, manufacturing smart energy solutions. The company's broad range of products encompasses intelligent inverter and storage systems and revolutionary EV charger; by doing that, we are changing the way Electricity is being produced and consumed around the world.

What You Will Be Doing:

Key Accounts Customer Care

  • Owns customer satisfaction with SEDG technology
  • Act as “lead” on all service matters with strategic and key accounts. Proactively develop customer service strategy to manage customer business objectives.
  • Conduct Proactive monitoring to selected sites and escalate as needed. Issue periodic and on-demand reports
  • Manage key projects, requiring cross functional discipline.
  • Perform account service level analytics to help maintain service levels and align priorities and strategies.
  • Resolve service escalations in the shortest amount of time and most efficiently and effectively
  • Directly escalate and act as focal point to Marketing, Support, HQ marketing, HQ R&D, teams… Ensure company resources can deliver to customer requirements and follow-through on commitments. Act as a customer service advocate to deliver required results.
  • Ensure that all service levels within the customer account are trained on SolarEdge. including, installers, designers, tier-1 phone support, tier-2 field service engineers, customer data analytic performance team, etc…. 
  • Responsible for building service relationship with the key customer base

Escalation management

  • Be the Escalation point of contact for VIP/Selected customers
  • Be the Escalation point of contact for sales team and other internal departments
  • Support escalations needs of management
  • Take ownership and manage these escalations to closure, with clear and proactive feedback to the internal and external customers
  • Work closely with local support organization to solve escalations in a quick and professional manner, while maintaining a high quality level of the resolution and or status reports.

Requirements:

  • 3+ years of services/consulting experience
  • Prior project management or customer care/success experience - Advantage
  • Ability to understand complex technology and explain it simply
  • Understand how to manipulate, analyze and interpret data
  • At least 2 years of experience presenting to customer personnel and executives as a vendor representative
  • Ability to multitask, prioritize and handle issues/escalations under pressure
  • Committed to customer satisfaction and a passion for customer success
  • Ability to work independently and through teams, at multiple organizational levels
  • Self-motivated, detail-oriented, with well-developed interpersonal & communication skills and a strong desire to succeed
  • Expert level in Excel
  • Technical orientated 
  • Degree in Electronics/Economics/business or equivalent analytical degree
  • Fluent English