Technical Customer Relations Manager at AltGen South Africa

About the Role

• Reporting to the Senior Client Relationship Manager, the Technical CRM will be responsible for managing end-to-end customer care while providing technical advisory support. You will serve as the primary point of contact for customers, ensuring their queries are resolved efficiently and relationships are strengthened over time.
• This is a great opportunity to join a purpose-driven renewable energy business and play a key role in customer satisfaction and retention.

Key Responsibilities

Customer Care & Support

• Act as the primary point of contact for customer queries, concerns, and feedback
• Deliver a consistently high level of customer service across all interactions
• Resolve customer issues efficiently, escalating where necessary
• Monitor customer satisfaction and contribute to continuous improvement initiatives

Technical Advisory

• Provide technical advice and support on Solar PV and BESS systems
• Conduct technical assessments using available portals and asset management tools
• Troubleshoot technical issues and recommend practical solutions
• Stay up to date with industry trends, products, and technological developments

Relationship Management

• Build and maintain strong, long-term relationships with customers
• Understand client needs and deliver tailored technical solutions
• Conduct regular follow-ups to gather feedback and support retention strategies
• Identify and generate lead referrals through customer engagement

Query & CRM Management

• Manage customer queries relating to products, services, and installations
• Liaise with internal technical, sales, and operations teams to ensure accurate responses
• Maintain detailed and accurate records within the CRM system
• Analyse query trends and provide insights to support process improvements

Customer Communication

• Support customer communications including newsletters, updates, and announcements
• Participate in customer events, webinars, and training sessions

Support to Senior CRM

• Assist with CRM strategy development, reporting, and presentations
• Contribute to improving customer service processes and policies

Qualifications & Experience

• Bachelor’s degree in Electrical Engineering, Renewable Energy, Business, or a related field
• 3–5 years’ experience in customer relationship management or customer service
• (renewable energy experience preferred)
• Strong technical understanding of Solar PV and BESS technologies
• Proficiency in CRM systems and Microsoft Office

Skills & Competencies

• Customer-centric with strong relationship-building skills
• Excellent communication, problem-solving, and organisational abilities
• Able to manage multiple priorities in a fast-paced environment
• Detail-oriented and analytically minded
• Passion for sustainability and renewable energy