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Customer Service Representative SME

Req ID:  91882

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

 

With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future.

 

Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.

 

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products.  Our quality and reliability standards far exceed those of any other company in the industry.  

 

In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades’ long legacy in setting quality and performance standards.

 

As we look to the future, we are seeking a world-class Customer Service Representative SME based in ROHQ, Binan, Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower. Are you ready to change the way our world is powered?  

SUMMARY OF ROLE

 

SunPower is seeking a Customer Service SME for its residential business unit.  The Customer Service SME reports to the Customer Service Manager and is responsible for delivering day to day requirements of the contact center operations and driving performance at an individual/team level.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Oversee daily contact center operations; safeguard the smooth flow of LOBs and quickly identify/ mitigate issues that arise from intra-day activities.
  • Ensure that operations targets, service levels, and KPIs are met; collaborate with other support teams on efforts related to staffing, quality, process improvements, etc.
  • Support/ manage customer programs, deliver stakeholder requirements, maintain integrity of contact center records, and forge cross-functional partnership with other support groups and upstream leadership.  (Integrate technical terms or specific knowledge into deliverables where possible).
  • Promote customer health and shape business insights into improvement opportunities; devise operational strategies from plan to action and execute top down instructions.
  • Monitor employee and team performance; conduct regular coaching and huddle sessions, assist on training, and drive overall compliance to company policies, SOPs, performance standards, and culture.
  • Manage downstream communication and alignment at the team level; identify employee individual needs, mitigate issues, and collaborate with HR and senior operations team to overcome disciplinary and performance and roadblocks.
  • Recognize exceptional output and scalable/high-potential talents; develop learning tracks/ improvement plans to support overall employee growth and career success.
  • Comply at all times the Environment, Health and Safety and Company Quality standards, rules and regulations.
  • Serve as backup support for CSR Manager on as-needed basis and perform other duties that may be assigned

 

 

RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

 

Minimum requirements

 

  • Bachelor's/ college degree in any field
  • At least 5 years BPO experience as an agent or 2 years’ experience in Training, QA, or leadership role.
  • Advanced knowledge of MS Office applications (Outlook, Word, Excel, PPT) and CRM tools
  • Mastery of SunPower CRM (Salesforce) including its reporting functionalities and other tools of the trade
  • Excellent command of language, both oral and written communications; or ability to support a secondary language (bilingual)
  • Advanced analytic, multitasking, problem-solving, presentation, and negotiation/ decision-making skills; ability to support and manage escalations (both B2C and B2B)
  • Strong leadership and interpersonal skills; tested capacity to mentor, facilitate group discussions, and hone people skills.
  • Proven ability to support changing and diverse functions, adhoc tasks and expanded scope
  • Excellent attendance and compliance record

 

 

OTHER PERTINENT INFORMATION

 

  • Location: ROHQ
  • This is an FTE position
  • Candidate must be willing to work in Laguna Technopark, Binan Laguna
  • Candidate must be legally entitled to work and reside in the Philippines
  • Candidate must be willing to render overtime as business requires (weekends, US/PH holidays)
  • Candidate must be flexible to work on a night shift schedule and rotating shift supporting North America region

 

 

 

SunPower Values

  • Put Customers First
  • Win Together
  • Lead Decisively
  • Innovate Relentlessly
  • Do the Right Thing


Job Segment: Quality Assurance, CRM, Technology

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