Vacancy description
Growatt New Energy Technology Co., Ltd
India, Ahmedabad
Customer Relationship Management Executive in Ahmedabad, India is listed on Jobeax. Browse 30,000+ vacancies available.
Growatt New Energy is looking for an experienced and customer-focused Customer Service Manager to lead and manage customer service operations in Ahmedabad. The position will be responsible for managing the Customer Service team, ensuring timely resolution of customer queries and complaints, coordinating with internal departments, and maintaining a high level of customer satisfaction. The ideal candidate should have strong leadership, communication, problem-solving, and team management skills, along with experience in customer service operations. Experience in the solar, inverter, renewable energy, or electrical industry will be an added advantage.
Key Responsibilities
Lead, manage, and supervise the Customer Service/CSR team.
Monitor daily customer calls, complaints, service requests, and follow-ups.
Ensure timely and effective resolution of customer complaints and technical service requests.
Handle escalated customer complaints and ensure proper resolution within defined timelines.
Coordinate closely with Technical Support, Repair, Warehouse, Sales, and other departments.
Monitor customer service performance, response time, resolution time, and service quality.
Develop and monitor team KPIs, SLAs, and performance targets.
Ensure proper follow-up of inverter repair, replacement, pickup, dispatch, and RMA cases.
Maintain accurate records of customer complaints, service requests, and resolutions.
Prepare daily, weekly, and monthly customer service performance reports.
Identify recurring customer issues and coordinate with relevant departments for corrective actions.
Improve customer service processes, SOPs, and operational efficiency.
Train, coach, and guide Customer Service team members.
Conduct regular team performance reviews and provide constructive feedback.
Ensure professional and effective communication with customers through telephone, WhatsApp, email, and other communication channels.
Maintain strong customer relationships and ensure a high level of customer satisfaction.
Identify opportunities to improve customer experience and service quality.
Ensure compliance with company policies, procedures, and customer service standards.
Required Qualifications
Key Performance Indicators (KPIs)
Customer satisfaction and service quality.
Customer complaint resolution time.
First-response and first-resolution rate.
Number of pending and overdue customer complaints.
Team productivity and performance.
SLA compliance.
Customer follow-up effectiveness.
Escalation management.
Accuracy and timeliness of customer service reports.
Process improvement and reduction of recurring customer complaints.
Preferred Candidate
Candidates with experience in solar inverters, renewable energy, electrical equipment, power electronics, or related industries will be preferred.
Location
Ahmedabad, Gujarat
Feel free to direct your resume to [HIDDEN TEXT].
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