Customer Support

2 months ago

Pune, India Solar Square Full time

Minimum Required Experience : 3 years

Full Time

**Skills**:

- Customer Handling- Customer Success- Customer Retention StrategiesDescription

**About SolarSquare Energy Pvt Ltd**
- 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.

**Job Role**:Customer Support Team Lead

**Function**:Customer Relationship Management and Service

**Business Vertical**:Residential

**Reports To**:AM - Customer Support

**Job Type**:Individual Contributor and Team handling

**Team Size **:Depending on the Process requirements, approximately 5-10

**Base Location**:Pune - Maharashtra (Work From Office)

**Compensation**:4 LPA to 6 LPA (Fixed + variable - depending upon interview and experience)

**Education**:Min: Graduate

**Relevant Professional Experience**:Min: 3 years of which** **Min. 1-2 years as TL/SME **Max: 5 years**

**Scope Of Work / Responsibilities**
- Inbound duties include answering to customer inquiries and accepting and servicing incoming queries, requests & complaints.
- Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly.
- Ensure customer requests/queries/complaints are effectively managed by Service agents. Logging issues at different project stages, customer complaints, and escalations.
- Manage escalations received from team members, and facilitate quick resolution.
- Organize training for team members to update them with information about new products and process changes.
- Sales assist & business generating operations to ensure sales assist out call is done to all leads received through various marketing and business development activities via Inbound mode.
- Create daily/weekly/monthly dashboards to track the performance of teams. Managing SLAs, KPIs, metrics, and other reporting.
- Create Issue trackers and ensure relevant constructive feedback is shared with all stakeholders (Sales, Operations, and Marketing) to enhance Customer Experience and Brand Value.
- Building and developing knowledge and expertise on the process to ensure compliance with relevant regulations.

**Expectations**
- Must have handled a team of 5-10 members. Min. 1-2 years as TL/SME.
- Must be in Pune or willing to relocate to Pune.
- Multi-functional team management/collaboration experience, and authority to drive. Ability to interact with a wide range of people across departments and build strong positive relationships.
- Strong communication and presentation skills, the ability to make complex, detailed information clear and actionable, as well as strong influence management skills to gain alignment and commitment.
- You drive outcomes through, persuasion, negotiation, and building consensus with external and internal stakeholders.
- You’re a leader with the ability to inspire others and drive outcomes as a unit.
- Extensive experience in gathering and interpreting customer experience information.
- You’re analytical and process-oriented, with the ability to make data-aware decisions.
- Identifying customer needs and taking proactive steps to maintain positive experiences. Quickly identify risks and develop mitigation plans.
- You have expert knowledge of tools like Google Sheets and MS Excel.
- Proficiency in MS Office.

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