Job description:
Job Title: Customer Delight Manager

Location: Lucknow
Industry: Solar Energy

About the Role

Key Responsibilities1. Customer Experience & Satisfaction
- Ensure every customer receives a smooth, qualified, 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

📌 Customer Support Associate (Lucknow)
🏢 Sun Share Energy
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