Customer Delight Manager

Ecozen; Agra District; On-site; INR 500,000 - 800,000; Full time

Job summary

Ecozen in Agra is seeking a post-sales experience professional to own the customer journey from order confirmation to installation and closure. You will be the single point of contact for post-sales queries and ensure proactive updates via calls, WhatsApp, and CRM, resolving concerns with empathy.

You will coordinate with sales and installation teams, track timelines, escalate ageing tickets, and keep customer data accurate for reporting.

Responsibilities

• Take formal handover from Sales after order confirmation
• Own the customer journey from post-sale to installation and closure
• Be the single contact for customers on all post-sales queries
• Log, track, and resolve customer grievances via CRM; ensure timely ticket resolution
• Maintain accurate customer data and support reporting and MIS for customer experience

Job description

• Take formal handover from the Sales team after order confirmation
• Own the customer journey from post-sale to installation and closure
• Act as the single point of contact for customers for all post-sales queries

2) Customer Communication & Experience Management

• Ensure regular and proactive updates are shared with customers via calls, WhatsApp, and CRM Respond to customer queries, concerns, and complaints in a timely and empathetic manner
• Maintain a high level of customer satisfaction and delight throughout the lifecycle
• Conduct customer calls and, where required, meet customers to resolve critical issues

3) Cross-Functional Coordination

• Coordinate with :
• Sales teams
• Ensure smooth handover to installation teams with complete and accurate information
• Follow up on installation timelines, site readiness, and issue resolution

4) Grievance & Ticket Management

• Log, track, and resolve customer grievances through the CRM system
• Ensure faster ticket resolution and adherence to defined SLAs
• Proactively follow up on open tickets and escalade ageing cases as required

5) Data Accuracy & System Updates

• Ensure all customer data is accurately updated on:
• Maintain updated records related to customer status, communication, and issue resolution
• Support reporting and MIS related to customer experience and ticket ageing