Customer Service Engineer

Growatt New Energy; Ahmedabad District; On-site; INR 279,000 - 390,600; Full time

Job summary

A leading energy solutions provider in Gujarat seeks a Customer Service Representative. The role involves answering customer calls, addressing inquiries, handling complaints, and tracking feedback. Candidates should possess strong communication skills and problem-solving abilities, along with proficiency in office software. This position offers an opportunity to enhance customer experience and meet performance targets in a professional environment.

Qualifications

• Good communication and presentation skills with fluency in English.
• Excellent customer service orientation and problem-solving abilities.
• Proficient in computer operation and office software.
• Strong learning ability and adaptability.

Responsibilities

• Answer customer calls promptly and professionally.
• Address customer inquiries accurately with product knowledge.
• Handle customer complaints effectively and record feedback.
• Document customer needs and track issue resolution.
• Collect and analyze customer opinions for service improvement.
• Achieve various performance indicators set by the company.

Skills

Good communication and presentation skills

Customer service orientation

Problem-solving abilities

Fluency in English

Tools

Computer operation

Microsoft Word

Microsoft Excel

Job description

1. Answer Customer Calls

• Answer customer calls promptly and professionally, communicating with customers in a warm and friendly manner.
• Accurately record customer needs and issues to ensure information is error‑free.

2. Address Customer Inquiries

• Be familiar with the company's products and services to answer customer questions accurately and in detail.
• Provide product usage guidance and solutions to help customers overcome difficulties encountered during use.

3. Handle Customer Complaints

• Listen patiently to customer complaints and feedback, and record the content of the complaints.
• Quickly analyze problems and provide effective solutions, coordinating with relevant departments when necessary.

4. Record and Track Customer Feedback

• Document customer needs, issues, and feedback in detail, ensuring the completeness and accuracy of the information.
• Track the progress of issue resolution, ensuring customer problems are resolved promptly, and conduct follow‑up calls with customers after resolution to confirm their satisfaction.
• Ensure the smooth operation of the after‑sales service process to enhance the customer experience.

5. Collect and Analyze Customer Opinions

• Gather customer opinions and suggestions, and report them to superiors promptly.
• Summarize and analyze common issues, propose suggestions for improvement, and optimize service processes.

6. Achieve Work Targets

• Strive to meet various performance indicators set by the company, such as the number of calls answered and customer satisfaction levels.

Requirements

• Good communication and presentation skills with fluency in English.
• Excellent customer service orientation and problem‑solving abilities.
• Proficient in computer operation and office software (such as Word, Excel, etc.).
• Strong learning ability and adaptability.