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Customer Support Assistant

2 weeks ago

Nikol Ahmedabad Gujarat, India MY SOLAR Full time

**Job Location**:

- MY SOLAR, 604, 6th Floor, Kalp Business Park, Near Kia Showroom, Opp. HP Petrol Pump, Nikol-Odhav Ring Road, Ahmedabad 382415, Gujarat

**Office Time**:

- 9:30 AM to 6:30 PM

**Experience Range**:

- 2-3+ years

**Salary**:

- ₹12,000 - ₹18,000 per month

**Number of Vacancies**:

- 1

**Relevant Industry Experience**:

- Experience in customer service, support, or coordination roles, preferably in solar, electrical, or renewable energy industries.

**Job Summary**:

- Provide excellent customer service and support to ensure customer satisfaction.
- Manage customer queries, coordinate invoice payments, and ensure customer engagement.
- Collaborate with sales, finance, and operations teams for smooth communication and issue resolution.

**Educational Qualifications**:

- **Required**: High School Diploma or equivalent
- **Preferred**: Bachelor’s Degree in Business Administration or related field
- **Required**: Proficiency in MS Office (Word, Excel, PowerPoint)

**Major and Minor Skills**:

- **Major Skills**:

- Excellent communication and interpersonal skills
- Time management skills for handling multiple customer requests
- Problem-solving skills for timely resolution of complaints
- Ability to engage with customers for satisfaction
- Attention to detail when processing invoices and payments
- **Minor Skills**:

- Basic knowledge of CRM systems for customer data management
- Familiarity with invoice management systems
- Understanding of customer engagement strategies
- Basic data entry skills

**Key Skills**:

- Strong customer service orientation
- Proficiency in CRM software (e.g., Salesforce)
- Problem-solving and conflict resolution skills
- Ability to follow up on overdue invoices
- Strong verbal and written communication skills
- Time management and multitasking abilities
- Attention to detail in resolving customer issues

**Key Responsibilities**:

- Follow up on invoice payments and ensure timely collections
- Maintain customer engagement post-sales or issue resolution
- Coordinate with finance for accurate and timely invoicing
- Update customer data and interactions in the CRM system
- Provide feedback on recurring customer issues to the team
- Assist in improving customer support processes and documentation

**Key Result Areas (KRAs)**:

- **Customer Satisfaction**: Ensure high levels of satisfaction by resolving complaints promptly
- **Payment Follow-Up Success**: Achieve high rates in overdue payment follow-ups
- **Query Response Time**: Reduce average time taken to respond to queries
- **CRM Accuracy**: Maintain accurate and up-to-date customer records

**Key Responsibility Indicators (KRIs)**:

- **Customer Satisfaction Rate**: Percentage of positive feedback received
- **Invoice Payment Collection Rate**: Percentage of successfully followed-up overdue payments
- **Response Time**: Average time taken to respond to queries or complaints
- **CRM Data Accuracy**: Percentage of accurate entries in the system

**Reports Required**:

- Customer Query and Complaint Report: Daily
- Invoice Payment Follow-Up Report: Weekly
- Customer Engagement Report: Monthly
- CRM Data Accuracy Report: Quarterly

**Database Management**:

- **Customer Information Database**: Maintain updated records of contact details and interaction history
- **Payment and Invoice Database**: Track invoices sent, payments received, and follow-up status
- **Customer Feedback Log**: Record complaints and resolutions for future reference

**DO's and DON'Ts**:

- **DO’s**:

- Respond to customer queries within the promised time frame
- Follow up regularly on overdue payments professionally
- Keep the CRM updated with accurate customer information
- Be polite and professional in all communications
- **DON'Ts**:

- Ignore customer complaints or delay responses
- Be overly aggressive when asking for payment
- Forget to log important customer interactions
- Provide false or misleading information

**Additional Requirements**:

- **Flexibility**: Handle multiple customer queries and payment follow-ups simultaneously
- **Communication**: Maintain effective communication with finance, sales, and operations teams
- **Time Management**: Prioritize tasks and handle time-sensitive issues
- **Customer Focus**: Ensure actions maintain customer satisfaction

**Ideal Workflow Process with Hierarchy**:

- Receive customer query or complaint; log the issue in the CRM
- Respond and coordinate with relevant departments for timely resolution
- Follow up on overdue payments with the finance team
- Record interactions in the CRM with resolution status
- Report any major issues to the supervisor or manager

**Day Routines for Work**:

- **9:30 AM**: Review pending customer queries and follow-ups
- **10:00 AM**: Respond to new customer complaints or queries
- **11:30 AM**: Coordinate with finance for invoice payment follow-ups
- **1:00 PM**: Lunch break
- **1:30 PM**: Update CRM with customer data and follow-up statuses
- **3:00