Customer Support Specialist

Job description:

Job Title: Customer Delight Manager

Location: Kanpur
Industry: Solar Energy

About the Role

We are looking for a proactive, customer-centric, and energetic Customer Delight Manager to ensure a seamless, positive, and high-quality experience for every customer engaging with our solar products and services. The ideal candidate will take full ownership of customer satisfaction, handle escalations, ensure timely installation & service delivery, and build long-term customer relationships.

Key Responsibilities1. Customer Experience & Satisfaction

• Ensure every customer receives a smooth, professional, and satisfying experience from onboarding to post-installation.
• Conduct regular follow-ups with customers to ensure installation quality, service satisfaction, and performance expectations.
• Resolve customer queries within defined TAT and ensure zero communication gaps.
• Maintain a high Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS).

2. Service Coordination & Issue Resolution

• Coordinate with installation teams, service engineers, vendors, and sales teams to ensure timely resolution of issues.
• Monitor and track installation progress, service tickets, and maintenance requests.
• Handle customer complaints and escalations with professionalism and empathy.
• Ensure proper documentation, complaint logs, and closure reports.

3. Relationship Building & Retention

• Build trustworthy and long-term relationships with customers to promote loyalty and referrals.
• Educate customers about solar system maintenance, AMC, warranty terms, and performance monitoring.
• Identify opportunities for customer upsell/cross-sell (AMC, upgrades, additions).

4. Process Improvement

• Analyse customer feedback to identify pain points and propose process improvements.
• Implement service quality standards and monitor their adherence.
• Collaborate with tech and operations teams to optimize customer journey.

5. Compliance & Reporting

• Ensure all customer interactions comply with company guidelines, safety standards, and industry regulations.
• Prepare daily/weekly MIS reports on service performance, customer satisfaction, and priority cases.
• Maintain accurate records of customer lifecycle and service activities.

Required Skills & Qualifications

• Bachelor’s degree (MBA preferred).
• 2–5 years of experience in customer service, client relations, or service operations — experience in Solar Industry is a strong plus.
• Excellent communication skills (Hindi & English).
• Strong problem-solving ability and customer-first mindset.
• Ability to coordinate with multiple teams and manage field operations.
• Tech-savvy with experience using CRM tools, service dashboards, or ticketing systems.
• Ability to work under pressure while maintaining professionalism.

Key Competencies

• Customer Empathy & Ownership
• Proactive Follow-up
• Conflict Resolution
• Time & Process Management
• Coordination & Execution
• Positive Attitude & Reliability

Job Types: Full-time, Permanent

Pay: ₹10,000.00 - ₹15,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person