Customer Service Executive

Company: Natural Power Asia Pvt. Ltd.
Location: Banjara Hills, Hyderabad
Position: Customer Care Executive
Experience: 1 - 3+ Years

Job Summary:

The Customer Care Executive will be the primary point of contact for clients, playing a crucial role in ensuring customer satisfaction and building long-term relationships. This position requires a professional who is adept at handling customer inquiries, resolving issues, and providing comprehensive information about the company's products and services, primarily in the solar and renewable energy sector. The ideal candidate will be a compassionate problem-solver with excellent communication and interpersonal skills.

Key Responsibilities:

• Customer Interaction and Support:
• Handle incoming customer inquiries, complaints, and service requests via phone, email, and in-person visits.
• Provide accurate and timely information regarding the company's solar products, services, pricing, and policies.
• Act as a liaison between the customer and other internal departments (e.g., technical, installation, sales) to ensure timely resolution of issues.
• Proactively follow up with customers to ensure their concerns have been fully addressed and they are satisfied with the resolution.
• Issue Resolution and Problem-Solving:
• Listen actively to customer concerns to diagnose problems and provide effective solutions.
• Troubleshoot and resolve basic technical issues related to solar power systems and guide customers through simple processes.
• Escalate complex or unresolved issues to the appropriate internal teams or management and monitor the progress until completion.
• Maintain a calm and professional demeanor, especially when dealing with difficult or irate customers.
• Documentation and Reporting:
• Maintain detailed and accurate records of all customer interactions, inquiries, complaints, and resolutions in a CRM (Customer Relationship Management) system.
• Generate regular reports on customer feedback, common issues, and service trends to help improve the company's processes and offerings.
• Assist in creating and updating customer service documentation and knowledge base.
• Customer Relationship Management:
• Build and maintain strong, positive relationships with customers to foster loyalty and repeat business.
• Identify opportunities for upselling or cross-selling new products and services to existing clients based on their needs.
• Gather and analyze customer feedback to provide insights that can enhance the overall customer experience.

Required Skills and Qualifications:

• Bachelor's degree in a relevant field.
• 1-3+ years of proven experience in a customer service or a related role. Experience in the power, energy, or a technical industry is a significant advantage.
• Exceptional communication skills, both verbal and written, with a clear and professional tone.
• Strong problem-solving and conflict-resolution abilities.
• Empathy and patience to understand and address customer concerns effectively.
• Proficiency in using CRM software and other customer service tools.
• Ability to multitask and manage a high volume of customer inquiries efficiently.
• A proactive, customer-centric approach with a strong commitment to service excellence.
• Knowledge of solar power systems, components, and industry terminology is a definite plus.

Job Types: Full-time, Permanent

Pay: ₹9,192.44 - ₹25,093.22 per month

Work Location: In person