Customer Delight Manager

Omnivore; India; On-site; INR 420,000 - 660,000; Full time

Job summary

Omnivore seeks a Post-Sales Customer Ownership specialist to own the customer journey from post-sale to installation and closure. You will be the single point of contact for post-sales queries and coordinate with Sales, Operations, Dealers, and Installation teams to ensure timely resolutions.

You will manage customer communications via calls, WhatsApp, and CRM, maintain high customer satisfaction, and track ticket aging and data accuracy across CRM and LSQ.

Responsibilities

• Log, track, and resolve customer grievances through the CRM system
• Ensure faster ticket resolution and adherence to SLAs
• Proactively follow up on open tickets and escalated ageing cases as required
• Coordinate with Sales teams, Sales Operations, Dealers / Channel partners, and Installation & service teams
• Maintain updated records related to customer status, communication, and issue resolution
• Support reporting and MIS related to customer experience and ticket ageing

Job description

1) Post-Sales Customer Ownership

• 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
• Sales Operations
• Dealers / Channel partners
• Installation & service 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 escalated ageing cases as required

5) Data Accuracy & System Updates

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