CRM Executive

Program: Energy for Health
Years of Experience: 2+ years
Location - Arunachal Pradesh/ Sikkim/ Gujarat/ Maharashtra

**About SELCO Foundation**:
SELCO Foundation is an open source, not for profit organization that engages in field-based R&D and ecosystem building for deployment of clean energy solutions that alleviate poverty in tribal, rural, and urban poor areas. The organization works in collaboration with practitioners in the social sector, energy entrepreneurs, NGOs from various developmental sectors and educational institutions to link the benefits of sustainable energy to poverty eradication. The organization works across verticals such as energy access, health, livelihoods with practitioners in the social sector, energy entrepreneurs and partners from various developmental sectors.

**Background on SELCO's Energy for Health Program**:
The goal of this program is to strengthen delivery of healthcare for over 170 million people by reliably and sustainably powering 25,000 public health facilities in remote, rural, climate and socio
- economically vulnerable regions across 12 states in India by 2026. Healthcare today, without considering the potential services to the uncatered populations in the world, is the 5th most polluting industry. The proposed program can help improve the quality of health services in a decentralized manner, while also making it a less carbon intensive sector. This program can prove to be the low hanging fruit for achieving SDG13 and SDG3 via SDG7. We believe that provision of 100% renewable energy and green building infrastructure for healthcare facilities, will democratize the much-needed health services in the remote regions within India and account for future pandemic preparedness.

**The Role**:
**Key responsibilities for the position**:
**1. Customer Service & End-User Engagement**
- Provide exceptional customer service through active listening, empathy, and professionalism.
- Handle incoming calls promptly, addressing inquiries and concerns effectively.
- Conduct routine outbound calls to health facilities using CRM software, gather feedback, and maintain positive relations.
- Develop and nurture trust-based relationships with end-users and team members.

**2. System Monitoring & Reporting**
- Monitor daily system functioning through the RMS dashboard and CRM calls.
- Ensure accurate and up-to-date data in the CRM reporting system, including data cleansing.
- Ensure the issues are raised and reported through online ticketing platforms.
- Track ticket status and oversee the resolution process with field technicians and vendors.

**3. Feedback Analysis & Continuous Improvement**
- Gather and analyse user feedback to identify areas of improvement
- Suggest and implement changes to enhance O&M services and processes.
- Assist in periodic reviews and updates on issue resolution progress.

**4. Training & Knowledge Development**
- Actively learn and provide training on O&M processes within the state.
- Share insights and best practices to uplift team knowledge and service quality.

**5. Additional Responsibilities**
- Contribute to special assignments as directed by the CRM Manager or State Lead
- Uphold quality standards in all end-user interactions.

This position demands strong interpersonal skills, attention to detail, problem-solving abilities, and a proactive approach to operational excellence and user satisfaction.

**Qualification and Skills**:

- Higher Secondary or Diploma required; Graduate in any discipline preferred
- At least 2+ years of experience with CRM software or in a call center environment is advantageous.
- Proficiency in MS Office (Word, Excel, PowerPoint) with strong analytical and presentation abilities.
- Proficiency in managing ticketing software and database systems.
- Sound understanding of company services and policies.
- Exceptional active listening and end-user service skills.
- Strong verbal and written communication.
- Fluency in English and the state's local language (reading, writing, and speaking) is mandatory.
- Analytical thinking with the ability to ask insightful questions.
- Strong time management and organizational skills.
- Adaptable, accountable, and capable of working under challenging circumstances.
- Willingness to travel extensively, even in difficult terrains, both within and outside the state.

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