The team you would join:
This role will be a single point of contact for the Sales team and customers for after-sales and service queries. This role will work with all the stakeholders within Company as well as with key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.
About the role:
You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you!
What you would be expected to do
- Quality Assurance: Perform timely diagnostics and repair on all customer returns from the assigned zone while maintaining a report on all practical issues and actions. Regular improvement of all the existing processes at the Service center every quota.
- Partnership & Customer Service: Deliver a comprehensive service to enquiring customers. Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines. Delegate certain customer inquiries to specific teams when needed.
- Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
- Training: Build training materials and hold partner training about product troubleshooting, repairs, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your work for is offering
- Drive Operational Efficiency: Meet KPIs, including service level timelines and customer net promoter scores.
- Systems and process design: Coordinate with technology teams to ensure company systems, including applications, meet customer service needs. Develop new processes to transform current service operations more efficiently.
- Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
- Any other business as assigned by your supervisor.
You might be a strong candidate if you
- Hold a degree/diploma in engineering or other relevant disciplines from a regional or globally recognized university/institution
- Have at least 1+ years of experience in after-sales services support in the electronic consumer goods/ mobile industry
- Demonstrate experience in solar Inverter installations
- Have excellent verbal and written communication skills with the ability to distill information and understand how to communicate to different audiences to get results.
- Are passionate about customer service and resolving their issues
- Have the ability to maintain calm under pressure
- Demonstrate efficiency in execution of duties with good planning and organizational skills
- Are a critical thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
- Have entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
- Demonstrate humility
- Are driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.
What We Offer
- An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry
- The chance to work in an open-minded, collaborative culture surrounded by enthusiastic people who are driven by the challenge of continuously innovating and growing a smart, sustainable business with a profound impact on the world
- A genuinely multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Academy