Customer Delight Executive

3 days ago

Kanpur, Uttar Pradesh, India Sun Share Energy LLP Full time ₹ 1,20,000 - ₹ 1,68,000 per year

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

Salary Range

Competitive salary based on experience + performance incentives.

Job Types: Full-time, Permanent

Pay: ₹10, ₹14,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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