Customer Service Analyst

The Customer Service Analyst is responsible for analysing technical and operational data, managing service workflows, and supporting commercial processes within the ERP system. The role converts system and service data into clear, structured customer reports, while ensuring that service delivery activities are efficiently coordinated and accurately recorded.

This position plays a critical role in bridging technical operations, customer communication, and commercial administration, requiring strong analytical capability, process discipline, and a solid understanding of solar PV and battery energy storage systems (BESS).

Key Responsibilities 1. Data Analysis & Customer Reporting

• Analyse solar PV and BESS system performance data.
• Interpret data from monitoring platforms and internal systems to identify trends, anomalies, and performance.
• Compile and deliver monthly and ad hoc customer reports with clear insights and commentary.
• Translate technical data into professional, customer-friendly reports and summaries.
• Develop and maintain standardised reporting templates and dashboards.

2. Service Workflow Management

• Manage end-to-end service workflows from ticket creation through to job completion.
• Log, track, and prioritise service requests within the CRM or service management system.
• Coordinate technicians and contractors to ensure timely execution of service activities.
• Monitor job progress, identify bottlenecks, and proactively resolve delays.
• Ensure all service records, reports, and supporting documentation are complete and accurately captured.

3. ERP & Commercial Administration

• Capture and manage transactions within the ERP system, including purchase orders, quotations and sales orders linked to service activities.
• Ensure alignment between approved quotations, executed work, and invoicing.
• Support inventory coordination by confirming parts availability and allocation for service jobs.
• Assist in maintaining accurate cost and revenue tracking for service-related activities.
• Collaborate with finance to support invoicing accuracy and resolution of discrepancies.

4. Customer Communication & Support

• Serve as a key point of contact for customers regarding service updates, reports, and performance insights.
• Communicate clearly on job status, findings, required actions, and timelines.
• Provide structured feedback to customers based on system performance data and service outcomes.
• Support customer meetings by presenting reports and responding to queries.

5. Technical Understanding (Solar PV & BESS)

• Maintain a working understanding of solar PV systems, inverters, batteries, and monitoring platforms.
• Interpret system alarms, faults, and performance deviations to support reporting and service coordination.
• Liaise with technical teams to validate findings and ensure accurate communication to customers.

6. Process & System Improvement

• Identify inefficiencies in workflows, reporting, and ERP processes.
• Propose and implement improvements to enhance service delivery and data accuracy.
• Support integration and optimisation of CRM, ERP, and monitoring systems.
• Contribute to standardising processes and documentation across service operations.

Qualifications & Experience

• Diploma in Engineering, Renewable Energy, Data Analytics, Business, or a related field.
• A minimum of 3 years' experience in a technical service, operations, or analytical role.
• Experience in solar PV, energy systems, or similar technical environment.
• Strong proficiency in Microsoft Excel and/or data visualisation tools.
• Experience working with ERP and CRM systems.

Key Competencies

• Strong analytical and data interpretation skills
• High attention to detail and accuracy
• Ability to translate technical data into clear customer insights
• Strong organisational and workflow management skills
• Commercial awareness (quotations, orders, cost tracking)
• Technical aptitude in solar PV / BESS systems
• Effective written and verbal communication
• Ability to manage multiple priorities and deadlines

Performance Indicators (KPIs)

• Accuracy and quality of customer reports
• Timeliness of report delivery
• Service workflow efficiency (job turnaround time, backlog management)
• Accuracy of ERP transactions (quotes, orders, inventory)
• Alignment between quoted work, executed services, and invoicing
• Reduction in service delays and administrative errors
• Customer satisfaction with reporting and communication
• Data integrity across systems