Customer Success Manager

About SolarSquare Energy :

SolarSquare is one of India's top 10 Rooftop solar companies enabling homes & housing

societies across India to go solar. We are a team of hustlers and mission driven individuals

looking to decarbonize India one roof at a time.

Company Website - http://www.solarsquare.in

Role Overview:

Customer Service Manager

Key Responsibilities:

• Team Leadership:

• Hire, train, appraise, and lead a team of customer service executives.
• Set clear performance goals and KPIs for the team and monitor achievements.
• Drive a high-performance culture focused on customer satisfaction.

• Customer Interaction Management:

• Oversee the handling of customer complaints and inquiries across channels.
• Build and maintain strong customer relationships to ensure retention and loyalty.

• Process Optimization:

• Design and implement efficient customer service processes to ensure prompt issue resolution and higher team productivity.
• Constantly review workflows and make data-driven improvements.

• Reporting & Analysis:

• Generate regular reports on customer service metrics, team performance, and escalations.
• Analyze trends and present insights to improve service delivery.

Key Skills & Competencies:

• Strong relationship-building and interpersonal skills
• Solid experience in handling customer complaints and escalations
• Process-oriented mindset with a track record of driving improvements
• Proficiency in reporting tools and performance tracking
• Ability to manage, motivate, and lead teams effectively
• Excellent communication and problem-solving skills
• Collaborative and open to change in a fast-paced environment