SunPower Corporation Customer Service Representative in Binan, Philippines

Do you want to change the world? We do, too.

 

 

The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.

 

 

SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.

 

 

SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.

 

 

We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:

 

 

Overall Purpose

Cultivate a solution-driven culture which advocates positive end-customer experience through demonstrating ownership & providing win-win solutions for customers while protecting SunPower’s business interest. The role is responsible in; (1) providing level 2 support on customer complaints and (2) serve as resource in driving internal service improvements through cross functional coordination among other escalation points within the business and frontline teams.

Summary

Customer Service Representative serves as the primary frontline support who interacts with customers to provide information in response to inquiries about our products and services. They are also expected to handle and efficiently manage customer and dealer concerns. As such, a Customer Service Representative must convey to the customer a sense of expertise in our products, services and capabilities. A Customer Service Representative is also expected to serve as influencers and educators to our community of customers upholding the SunPower brand.

Job Responsibilities

Percent of Time

Key Accountabilities and Functions

50%

Receive customers’ requests by telephone or email or chat , analyzes requests, provides information or ascertain who can best provide information and routes request to proper person. Handle incoming and outbound calls, email response and documentation in Salesforce.

30%

Required to work in one or multiple queues/skill sets over various customer contact channels.

10%

Responsible for improving customer retention through programs and service provided to the customer. Make recommendations according to customer’s needs on products, services, and other related needs.

10%

Contributes to team effort by accomplishing related results as needed but not limited to product or service reports by collecting and analyzing customer information.

Job Requirements

Education andRelevant Experience

  • Must possess at least a Bachelor's/College Degree in any field

  • At least 2 years call center experience in a customer service account

  • Experience in customer support for North American customer

Job Specific Skills

  • Exceptional oral and written communication skills

  • Proficient in MS applications: Outlook, Word, Excel, etc.

  • Time management, organizational skills and keen attention to detail

  • Strong prioritization and multitasking skills; resourceful

  • Strong analytical and problem-solving skills; process oriented

  • Experience in effectively managing complex accounts and resolving customer inquiries

  • Adaptable to changes in project scope, and a fast-paced work environment

  • Ability to work well across department, strong interpersonal skills, ability to think independently and follow-through effectively

Profile and Personality

  • Energetic, smart and assertive, delightful to speak with

  • Quick learner and can work with minimal supervision

  • Proactive with a positive can-do attitude, willing to go the extra mile

  • Customer-oriented, passionate, competitive and highly-motivated

  • Goal and Results oriented

  • Willing to work nightshift, weekends and US/PH holidays

  • Willing to do Saturday/weekend shifts

  • Willing to have week day offs

  • Willing to work in Sta. Rosa, Laguna

Equal Employment Opportunity

It is SunPower’s policy to provide equal employment opportunity to all applicants and employees. SunPower disapproves of, and will not tolerate, unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by local, state or federal laws.