Customer Support Specialist

About Rural Energy
Rural Energy is a fast-growing, 100% locally-owned New Zealand energy solutions company specializing in solar installations for the agriculture sector. We're transforming how NZ dairy farms achieve cost savings through innovative solar-as-a-service solutions with zero upfront capital.

Why join us: We're a small startup with real growth opportunities. You'll wear multiple hats, gain exposure to all business areas, and have clear pathways to advancement as we scale.

The Role: Customer Success Specialist
You'll be the critical link between Rural Energy and our farming clients. Operating as both a trusted advisor and relationship manager, you'll handle everything from post-sale customer communication to installation support and lead generation.
Key Responsibilities

Customer Communication & Onboarding

Serve as the main point of contact for customers (via email, SMS, calls)
Guide farmers through the complete customer journey: contracting ? power changeover ? installation ? billing
Ensure customers are fully informed about timelines and processes
Maintain accurate records of all customer interactions and contracts

Sales Support

Ensure 100% contracting accuracy with zero errors
Reduce cancellation and churn rates through proactive engagement
Support the sales team with documentation and follow-up

Installation Coordination

Work with installation teams to meet farmer timeframe expectations
Collect and respond to installation feedback
Continuously identify improvements to the customer onboarding process

Relationship Building

Become a trusted, engaged member of the dairy farming community
Foster long-term relationships with customers
Contribute to the company's positive Net Promoter Score (NPS)


What You'll Need
Essential Requirements

3+ years proven experience in: customer service, account management, or sales
Strong communication skills: Clear writing (emails), phone calls, relationship-building
Attention to detail: Accuracy in documentation, reading comprehension, following processes
Problem-solving ability: De-escalate issues and take ownership of solutions
Self-motivation & initiative: Work independently in a remote team environment
Reliability: Consistent communication, punctual, dependable
Willing to work early from 4am - 12pm.

Ideal Bonus Skills

Solar, renewable energy, or electricity industry experience (understanding of products/installations)
Agricultural/farming sector exposure (familiarity with farming operations and mindset)
(English fluency is essential)


What We're Looking For (Personal Attributes)
A positive mindset and willingness to learn fast
Passion for building strong, authentic relationships
Someone who takes pride in delivering exceptional customer experiences
A team player who communicates openly and raises issues constructively
High initiative and ownership mentality

Position Details
Hours are at 4am - 12pm Philippines time (9am -5pm NZT)
Salary:
Php 500, ---------- ,300 Annually (dependent on experience)

Key Performance Indicators (KPIs)
You'll be measured on:

100% contracting accuracy — zero errors in sales documentation
Reduced cancellation/churn rates — proactive customer retention
5+ qualified leads per week — through referrals and relationship building
100% installation delivery on farmer timeframe — installation coordination
Positive installation feedback — customer satisfaction scores
Continuous process improvement — identifying gaps and solutions
Positive company NPS — contributing to overall brand reputation
Accurate record-keeping — clean, complete customer data


Why You Should Apply

Growth opportunity in a startup - Exposure to all business functions, real impact on company direction
Industry with purpose - Help farmers go green while saving money (75% conversion rate speaks for itself)
Remote flexibility - Work from anywhere in the Philippines
Competitive salary
Leadership potential - Build the customer success function from the ground up
Real relationships - Work with an engaged agricultural community, not faceless transactions

You can also apply via email:


Email: ----------
Subject Line: "Customer Success Application - [Your Name]"
Please include:

Your CV/Resume (with dates and specific experience)

Your most relevant customer service/sales achievement
Your familiarity with solar, energy, or agriculture (if any)

Timeline: Applications reviewed on a rolling basis. Interviews scheduled immediately.

Quick FAQs
Do I need solar experience?
No, but it's a huge plus. We can train the product; we can't train work ethic and relationship skills.
Will I work with farmers directly?
Yes - you're the main point of contact via email, SMS, and phone. This requires genuine interest in agriculture and farming communities.
Is this fully remote?
Yes. You'll communicate with our NZ-based team and farmers entirely remotely.

Rural Energy is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment.