Customer Support Specialist

About the Company

Join HINEN, a leading energy storage brand, to drive global market expansion.

Founded in 2004 and listed in 2019 (stock code: 300787). Has more than 10,000 employees worldwide. Operates 7 manufacturing bases globally. The group has an R&D team of over 400 people. Provides services to more than 400 well-known global brands.

Hinen (a subsidiary of CE-LINK) focuses on the home energy storage sector with a comprehensive product matrix, including off-grid, grid-tied, high-voltage, low-voltage, three-phase, single-phase, all-in-one, micro-inverter, hybrid inverter, and balcony energy storage products, etc. Boasts strong vertical integration capabilities, independently researching and manufacturing battery cells, packs, inverters, systems, software, and Apps. Has invested 1 billion RMB to build a battery cell factory. Has an R&D team of over 120 people. In just one year, it has achieved an 8% market share in the Australian market and become the 6th largest brand in the market.

About the Role

Hinen Australia is expanding its customer support team to better assist end users across the Australian market. This role focuses on phone-based customer support, follow-up, and after-sales communication, with opportunities to gradually take on more technical support responsibilities over time.

Responsibilities

• Answer inbound calls from end users in a clear, friendly, and confident manner.
• Make outbound follow-up calls to provide updates and collect missing information.
• Handle customer inquiries via phone, email, and online platforms.
• Guide end users through app setup, monitoring checks, and basic troubleshooting.
• Record case details accurately and keep customers updated in a timely way.

Qualifications

Strong spoken and written English, with excellent phone manner and customer empathy.

Required Skills

• Comfortable speaking with end users and explaining things in a simple, non-technical way.
• Organized, patient, and able to manage follow-up and case ownership independently.
• Able to work during Australian business hours in a fully remote setup.

Preferred Skills

Experience with CRM, ticketing systems, or customer service platforms is preferred.