Job highlights

- Prior experience in the Solar,Renewable Energy,EPC,Electrical,Utilities,or Infrastructure sector preferred. . Job Type . Full time
- Minimum 3-5 years of experience in a managerial or leadership role.

Job Summary Strategic Leadership Culture Direct the comprehensive management of customer support operations across all engagement channels. Formulate and deploy service strategies designed to optimize the customer journey and enhance retention rates. Define clear service benchmarks, communication guidelines, and escalation pathways. Cultivate and sustain a pervasive culture that prioritizes customer needs throughout the enterprise.

Responsibilities

- Direct the comprehensive management of customer support operations across all engagement channels.
- Formulate and deploy service strategies designed to optimize the customer journey and enhance retention rates.
- Define explicit service benchmarks, communication guidelines, and escalation pathways.
- Cultivate and sustain a pervasive culture that prioritizes customer needs throughout the enterprise.
- Provide mentorship, direction, and professional growth opportunities for Support Executives, Team Leads, and Coordinators.
- Establish clear Key Performance Indicators (KPIs), objectives, and service quality targets for the team.
- Execute consistent performance evaluations, coaching initiatives, and skill-building training sessions.
- Create succession roadmaps and nurture an environment focused on high-performance delivery.
- Supervise the full lifecycle of customer interactions, spanning initial inquiries, installation, net metering, commissioning, and post-deployment support.




- Guarantee that clients receive prompt and accurate updates on project milestones and service requests.
- Track and elevate key metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and retention figures.
- Evaluate customer feedback data to drive corrective measures and continuous service enhancement.
- Design and refine support workflows, Standard Operating Procedures (SOPs), and service delivery processes.
- Pinpoint operational bottlenecks and lead initiatives to streamline service delivery.
- Ensure strict compliance with Service Level Agreements (SLAs) and operational performance targets.
- Utilize CRM platforms and data analytics to boost service efficiency and reporting accuracy.
- Collaborate closely with Sales, Engineering, Installation, Logistics, Procurement, and Finance to guarantee a unified customer experience.
- Spearhead the resolution of complex issues that require coordinated efforts across multiple departments.
- Serve as the definitive point of contact for critical escalations and high-stakes customer concerns.
- Organize regular inter-departmental reviews to enhance project delivery timelines and service quality.
- Manage high-priority complaints and escalations with effectiveness and professionalism.
- Implement structured frameworks for root-cause analysis and corrective action planning.




- Ensure the timely and satisfactory resolution of grievances while preserving strong client relationships.
- Maintain the accuracy and integrity of the customer database and CRM systems.
- Oversee support dashboards and monitor critical reporting metrics.
- Produce periodic reports detailing satisfaction levels, ticket resolution rates, response times, and operational performance.
- Promote widespread adoption of CRM tools and adherence to established processes.
- Enhance Annual Maintenance Contract (AMC) support structures and customer engagement initiatives.
- Ensure the efficient processing of warranty claims, service tickets, and maintenance tasks.
- Identify and capitalize on revenue growth opportunities through customer retention and AMC renewals.
- Stay current with solar industry regulations, MNRE guidelines, DISCOM procedures, and net-metering policies.
- Align all customer communications and service workflows with evolving regulatory standards.

Requirements

- Bachelors degree in Engineering, Business Administration, Operations Management, or related field.
- MBA or equivalent management qualification preferred.
- 8-12 years of experience in customer support, customer success, operations, or service management.
- Minimum 3-5 years of experience in a managerial or leadership role.
- Prior experience in the Solar, Renewable Energy, EPC, Electrical, Utilities, or Infrastructure sector preferred.

Job Type

Full time

Location

Telangana, India

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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