Job Title: Customer Delight Manager
Department: Customer Experience / Post Sales
Industry: Solar Energy / Renewable Energy
Experience: 38 Years
Location: Noida
Reporting To: Head Customer Experience / Business Head

Job Purpose:
The Customer Delight Manager will be responsible for managing the complete customer journey after sales, ensuring smooth coordination from order confirmation through installation, commissioning, net metering and after-sales service. The role will focus on improving customer satisfaction, reducing complaints and ensuring timely resolution of customer issues.

Key Responsibilities:

- Manage the complete post-sales customer journey for residential, commercial and industrial solar customers.
- Act as the primary escalation point for customer complaints and service-related issues.
- Coordinate with Sales, Project, Installation, Engineering, Net Metering and O&M; teams to ensure timely customer service.
- Track project milestones including:
- Site survey
- Design approval
- Material delivery
- Installation
- Testing & commissioning
- DISCOM/net-metering process
- Handover
- AMC/O&M;

- Monitor customer complaints and ensure resolution within defined TAT/SLA.




- Maintain a structured customer complaint and escalation tracker.
- Regularly communicate project status and expected timelines to customers.
- Collect customer feedback after installation and commissioning.
- Measure CSAT, NPS and customer experience scores.
- Identify recurring customer issues and coordinate with internal teams for permanent corrective action.
- Develop and implement Customer Delight SOPs for the solar installation and after-sales process.
- Ensure proper handover of commissioned projects along with required documents, warranties and system information.
- Coordinate warranty-related issues with OEMs/vendors.
- Monitor AMC/O&M; service requests and ensure timely closure.
- Conduct periodic customer satisfaction calls and follow-up after complaint closure.
- Prepare MIS and management dashboards covering complaints, TAT, pending cases, escalations and customer satisfaction.
- Identify opportunities for customer retention, referrals and repeat business.
- Train customer-facing teams on professional communication and customer handling.
- Maintain solid relationships with key customers and handle high-value customer escalations.

📌 Customer Delight Manager - Solar Industry (Noida)
🏢 Koshish Marketing Solutions
📍 Noida