Customer Experience Specialist
Company: Aboitiz Power - Solviva
Location: Makati CBD, Hybrid
About Solviva
Solviva is a fast-growing solar startup on a mission to make clean energy accessible and affordable for homeowners across the Philippines. We're building the future of residential solar—offering flexible financing, the latest solar technology, and a seamless, hassle-free transition to solar ownership. As we scale, we need passionate, driven leaders to help shape our growth and the future of residential energy.
Solviva is the first venture launched from AboitizPower's 1882 Ventures, a venture studio focused on decentralizing the energy system and creating more sustainable homes, businesses, mobility, and networks.
Role Overview
The Customer Experience Specialist serves as the primary partner and single point of contact for customers throughout their entire journey. This role is a hybrid of meticulous project orchestration and responsive service, responsible for delivering high-quality solutions to inquiries while ensuring solar installation projects are completed efficiently. The specialist balances operational efficiency in ticket resolution with proactive relationship management to ensure a streamlined, empathetic customer experience
Key Responsibilities and Deliverables
1. End-to-End Project & Relationship Management
- Project Orchestration: Act as the central coordinator between the customer, sales, supply chain and project engineers to unite internal teams and third-party partners for a smooth solar transition.
- Proactive Scheduling: Manage installation schedules, coordinate work permits (HOAs/Barangays), and confirm material and manpower availability with Project Engineers.
- Onboarding & Empowerment: Guide customers through the onboarding process, manage pre-installation checklists, and onboard users to the Customer Portal and Apps to maximize system savings.
- Proactive Communication: Maintain regular contact via call, email, and Viber to manage expectations, especially regarding project delays or changes.
2. Multi-Channel Service & Ticket Resolution
- Inbound Resolution: Manage and resolve customer service tickets across all channels (call, email, chat, and social media) with timely solutions that adhere to established SLAs.
- Complaint Management: Handle inbound complaints with empathy and resilience, ensuring complete and final resolution for the customer.
- Frontline Support: Act as the primary support contact to ensure all customer issues—from technical inquiries to account-level concerns—are resolved accurately.
3. Administrative & Proactive Outbound Activities
- Financial Administration: Provide support for collecting documents, processing payments, and managing refunds.
- Campaign Execution: Conduct outbound call campaigns for customer follow-ups, customer satisfaction or Voice of the Customer campaigns, and general service administration.
- Background Checks: Manage initial inquiries and administrative tasks related to Rent-to-Own background checking, working with Consumer Finance
4. Quality, Reporting & Continuous Improvement
- CRM Precision: Practice active listening and log all customer interactions in CRM/ Odoo with high detail and accuracy.
- Process Improvement: Identify and report project bottlenecks or recurring customer pain points to leadership to drive continuous service improvements.
- Performance Monitoring: Track Committed vs. Delivered savings to support the customer throughout their system's life cycle.
Qualifications and Skills
- Education & Experience: Bachelor's degree preferred with 4+ years of experience in high-volume customer service, onboarding, or project support roles.
- Technical Proficiency: Expert use of CRM systems (Odoo) and familiarity with project scheduling or coordination tools.
Behavioral Traits:
- Integrity: Acts with honesty and transparency in all customer and internal interactions; provides clear and honest information to empower customers, even when delivering difficult news
- Resilience: Ability to remain composed in a fast-paced startup environment or when dealing with difficult situations.
- Collaboration: Highly collaborative with an exceptional ability to simplify complex information for customers.
- Ownership: Takes full accountability for outcomes and ensures requests are resolved accurately and on time.
Why Join Solviva
- Make an Impact – Play a key role in shaping the financial strategy of a fast-growing solar startup that's making clean energy more accessible.
- Leadership & Growth – Lead the finance function, build a high-performing team, and take on CFO-level responsibilities in a dynamic startup environment.
- Innovation & Ownership – Work at the intersection of renewable energy, fintech, and venture-backed growth, with the autonomy to drive real change.
- Flexibility & Remote Work – Enjoy a hybrid setup with remote workdays each week.
- Backed by Industry Leaders – Solviva is the first venture from AboitizPower's 1882 Ventures, giving you the agility of a startup with the backing of a trusted energy leader.
