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Enpal, Europe's first green unicorn, is seeking a Customer Settlement Expert to own and resolve complex, escalated customer cases from pre- to post-installation. You will serve as the primary point of contact for customers in critical situations, stepping in when standard Account Management or Customer Care processes cannot resolve issues.
You will manage technical, operational, financial, and legal aspects of assigned cases, coordinating across Operations, Finance, Supply Chain, Legal, Installation Partners, and Sales. Your focus is identifying root causes, defining clear action plans, and finding pragmatic solutions that balance customer satisfaction with company interests. You will ensure continuous follow-up until full resolution and identify recurring issues to improve internal processes.
Enpal is a solar energy company committed to making renewable energy accessible and risk-free. The company operates with over 65 nationalities and emphasizes innovation, diversity, and a culture where ideas are encouraged.
Work Arrangement: On-site at Les berges du Lac 1, Tunis. Full-time, 40 hours per week (5 working days, 2 rest days).
Requirements:
- Proven experience in Customer Operations, Account Management, Customer Care, Escalation Management, or Complaint Management, or similar role
- Strong problem-solving and stakeholder management skills
- Excellent communication and negotiation abilities
- High level of ownership and ability to handle challenging customer situations
- Pragmatic, customer-focused, solution-oriented mindset
- Italian fluency at C1/C2 level (required)
- Good command of English (preferred)
