Koshish Sustainable Solutions Pvt. Ltd.
Website:
koshishindia.in
Job details:
Job Title: Customer Happiness Associate/Manager
Department: Operations and Project Execution- Solar rooftop
Industry: Solar Energy / Renewable Energy
Experience: 2-4 Years
Location: Noida
Reporting To: Head – Operations and Project Execution
Job Purpose:
The Customer Happiness Associate/ 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:
o Site survey
o Design approval
o Material delivery
o Installation
o Testing & commissioning
o DISCOM/net-metering process
o Handover
o 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 strong relationships with key customers and handle high-value customer escalations.
Click on Apply to know more.