Customer Support - Pune, India - Solar Square

Description

Minimum Required Experience: 3 years

Full Time

Skills:

• Customer Handling
• Customer Success
• Customer Retention StrategiesDescription

About SolarSquare Energy Pvt Ltd

• SolarSquare is among India's top 10 Rooftop solar companies that empower homes & housing societies across India to embrace solar energy. We are a team of dedicated individuals looking to decrease India's carbon footprint roof by roof.

Job Role: Customer Support Team Lead

Function: Customer Relationship Management and Service

Business Vertical: Residential

Reports To: AM - Customer Support

Job Type: Individual Contributor and Team handling

Team Size: Depending on the Process requirements, approximately 5-10

Base Location: Pune - Maharashtra (Work From Office)

Compensation: 4 LPA to 6 LPA (Fixed + variable - depending upon interview and experience)

Education: Min: Graduate

Relevant Professional Experience: Min: 3 years of which
Min. 1-2 years as TL/SME
Max: 5 years

Scope Of Work / Responsibilities

• Inbound duties include responding to customer inquiries and managing incoming queries, requests & complaints.
• Regularly monitor SLAs and quality metrics, refine SOPs for service agents, and ensure effective management of customer requests/queries/complaints.
• Manage team escalations, facilitate quick resolutions, and conduct training sessions on new products and procedures.
• Assist in sales operations to ensure follow-up on leads and create performance dashboards for tracking.
• Develop expertise on processes, enhance customer experience, and share constructive feedback with stakeholders for brand value improvement.
• Ensure compliance with regulations while building and updating process knowledge.

Expectations

• Must have led a team of 5-10 members for a minimum of 1-2 years.
• Location: Pune or open to relocation.
• Proficient in team management, collaboration, communication, and relationship building across departments.
• Skilled in presenting complex information clearly, influencing, and driving consensus among stakeholders.
• Ability to lead, inspire, and make data-driven decisions for positive customer experiences.
• Expertise in identifying customer needs, risk mitigation, and proficient in tools like Google Sheets and MS Excel.
• Proficiency in MS Office.