Customer Delight Manager

Ecozen Solutions Pvt. Ltd; Pune District; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Ecozen Solutions Pvt. Ltd. in Pune is seeking a Post-Sales Specialist to own the customer journey from post-sale to installation and closure, acting as the single contact for post-sales inquiries and ensuring proactive customer updates.

The role requires coordinating with Sales, Operations, dealers and installation teams to ensure smooth handovers, timely installations and issue resolution while maintaining accurate CRM and LSQ records.

Responsabilités

• 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 post-sales queries.
• Ensure regular updates with customers via calls, WhatsApp, and CRM; respond promptly and empathetically to queries, concerns and complaints.
• Maintain high customer satisfaction and delight throughout the lifecycle.
• Conduct customer calls and, where required, meet customers to resolve critical issues.
• Coordinate with Sales teams, Sales Operations, Dealers/Channel partners, Installation & service teams to ensure smooth handover with complete 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 SLAs.
• Proactively follow up on open tickets and elevate ageing cases as required.
• Ensure all customer data is accurately updated on CRM and LSQ (LeadSquared) and maintain updated records related to customer status, communication, and issue resolution.

Description du poste

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 elevate 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