Customer Delight Manager

Ecozen; Mathura; On-site; INR 350,000 - 520,000; Full time

Job summary

Ecozen in India is seeking a Customer Experience Specialist to own the post-sale journey from order confirmation to installation and closure. You will be the single point of contact for customers, ensuring timely updates and empathetic responses.

You will coordinate with sales and installation teams, manage grievances and tickets in the CRM, and keep customer data accurate for reporting and MIS on ticket ageing.

Responsibilities

• 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
• 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
• 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
• 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 elevate ageing cases as required
• 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

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

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

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

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 elevate ageing cases as required

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