Customer Service Manager - Startup

About Simpa Networks:

Simpa Networks is a venture-backed technology company with a bold mission: to make modern energy simple, affordable, and accessible for everyone. Simpa has introduced a product and business model that will make sustainable energy choices “radically affordable” to the 1.6 billion Base of the Pyramid (BoP) consumers who currently lack access to electricity.

Simpa sells distributed energy solutions on a “Progressive Purchase” basis to underserved consumers in emerging markets. We’ve launched in India where we are focusing initially on transforming the market for solar energy systems. Our customers make a small initial down payment for a high-­quality solar PV system and then pre-­pay for the energy service, topping up their systems in small user-­defined increments using a mobile phone. Each payment for energy also adds towards the final purchase price. Once fully paid, the system unlocks permanently and produces energy, free and clear. The innovative pricing model is called Progressive PurchaseTM, and Simpa is live with customers in Karnataka, India.

Our model is built upon our proprietary risk mitigation technology which creates opportunities for market rate and social investors to invest in the expansion of energy access.

Position Overview:

- Simpa Networks is looking for a talented professional to build and lead Simpa’s customer service process for its solar home systems (B2C) business line. Simpa Networks is a fast-paced, mission-driven technology company based in Bangalore building a world-class team committed to serving our rural and urban customers with affordable access to clean energy.

- The Manager, Customer Service will be a key member of Simpa’s Operations team, structuring and leading Simpa’s customer service team to ensure a high quality experience for end-users of Simpa’s prepaid solar energy systems. Quality customer service is critical for ensuring the success of Simpa’s prepaid energy business model as the company expands with new partners and into new geographic areas.

Context for role

- Simpa is growing rapidly, with ambitious sales targets for 2013 and 2014. Increased sales and expansion into new geographic areas will mean a significant and rapid growth of new end-users of Simpa-enabled products.

Responsibilities

Structure Simpa’s customer service process

- Identify major customer service needs to design and implement pre-sales and post-sales customer service processes that are user-friendly and highly satisfactory for Simpa customers while being cost-effective, efficient, and scalable for Simpa.

- Identify tools and methods for accurate and complete customer information collection, effective and efficient servicing of customer needs, and timely follow up with customer after servicing has occured.

- Design process of coordination between customer service team and in-house or channel partner technicians who install and maintain systems to ensure all customer needs are met in timely manner.

- Select and implement customer service ticketing software or process to ensure smooth handoff between customer service team and Accounting and Technician teams.

- Work with sales and operations team to identify hiring needs for customer service team in near, mid- and long-term.

Lead end-to-end customer service process

- Serve as primary point of contact for all Simpa solar home system customers.

- Ensure quality customer data collection and tracking of all customer service calls from time of incoming call to completion of customer need.

- Conduct preliminary troubleshooting with customers over the phone.

- Service as primary coordinator of sales/operations team, technician teams, and channel partner staff to ensure all customer calls are addressed in a timely manner.

- Track upcoming routine system maintenance for existing customers and coordinate with technician team to ensure timely completion of maintenance for all customers.

- Identify and execute any necessary adaptation of customer service process as Simpa expands in sales volume and across geographic areas.

- Train and lead customer service team members as Simpa expands sales.

- Work with VP Sales and Distribution to hire new customer service team members as necessary.

Simpa is a start-up. You will help us be agile, smart, and realistic, while also ensuring that we’re building the foundation for a strong and vibrant company.

General Skills:

- Extremely strong organization skills and ability to plan and execute organizational processes;

- Excellent verbal and written communication skills in English, Kannada and Hindi;

- Strong leadership ability and excellent project and time management skills;

- Ability to train team members and develop people to their full potential;

- Customer service background is preferred;

- Technical background and/or exposure to the solar or energy industry preferred but not essential;

- High degree of integrity;

- Highly motivated and proactive, always looking for better ways to get the job done;

- Proficiency in Microsoft Office and Google applications; experience with CRM software is desired.

Contact:

Please submit your C.V. and cover letter to Simpa Networks (greatjobs@simpanetworks.com) for

consideration (reference “Manager, Customer Service” in the Subject line of your email).

In your cover letter, please tell us what about Simpa interests you, and how you can contribute to our company’s mission. Without a cover letter, your application will not be reviewed.

*Only short-listed candidates will be contacted to set up an interview. We hope to hear from you!