Customer Support Executive

Keka Technologies Private Limited; Ahmedabad District; On-site; INR 180,000 - 320,000; Full time

Job summary

Keka Technologies Private Limited is seeking a motivated telecalling and referrals associate to engage with existing customers and drive the rooftop solar referral program.

You will generate referral leads, manage them in the CRM, coordinate with sales, and ensure timely follow-ups to convert referrals into customers. 0–2 years in related roles preferred. Strong communication, basic Excel/Sheets skills, and a target-driven mindset are essential.

Qualifications

• Graduate in any discipline; 0–2 years in telecalling, customer service, or sales preferred.
• Excellent verbal communication and interpersonal skills.
• Experience with CRM systems and MS Excel/Google Sheets.

Responsibilities

• Contact existing customers to build relationships and encourage referrals.
• Identify and generate referral leads through regular follow-ups.
• Collect referral details, maintain lead records, and update statuses in CRM.
• Follow up with referred prospects to understand requirements and readiness for installation.
• Coordinate with the sales team to assign leads and track progress.

Skills

Telecalling

Lead generation

CRM usage

Customer service

MS Excel

Google Sheets

Interpersonal skills

Education

Graduate in any discipline

Tools

CRM software

MS Excel

Google Sheets

Job description

To engage with existing customers, generate referrals for rooftop solar installations, manage referral leads, and coordinate with the sales team to ensure timely follow-ups and successful conversion of referred prospects into customers.

Key Responsibilities

• Customer Calling: Contact existing customers to build relationships, understand their experience, and encourage them to refer potential customers for solar installations.
• Referral Generation: Identify and generate referral leads through regular customer interactions and follow-ups.
• Lead Management: Collect referral details, maintain accurate lead records, and update lead status in CRM or designated tracking systems.
• Lead Follow-up: Follow up with referred prospects to understand their requirements, interest, and readiness for solar installation.
• Sales Coordination: Coordinate with the sales team to assign referral leads, track follow-ups, and support lead conversion.
• Referral Programme Management: Communicate referral benefits, eligibility criteria, and programme details to existing customers.
• Customer Relationship Management: Maintain positive relationships with existing customers and ensure a professional customer experience throughout the referral process.
• Reporting & Target Achievement: Achieve assigned referral generation targets and prepare regular reports on calls, referrals, lead progress, and conversions.

Required Skills

• Graduate in any discipline; candidates with sales, marketing, or customer service backgrounds preferred.
• 0–2 years of experience in telecalling, customer relationship management, lead generation, or sales.
• Good verbal communication and interpersonal skills.
• Ability to convince and engage customers professionally over phone calls.
• Basic knowledge of MS Excel, Google Sheets, and CRM systems.
• Strong follow-up, coordination, and record-maintenance skills.
• Target-oriented approach with a willingness to learn about rooftop solar solutions.

Key Performance Indicators (KPIs)

• Number of existing customers contacted.
• Number of referral leads generated.
• Number of qualified referral leads.
• Referral lead follow-up and contact rate.
• Referral lead-to-site-visit and sales conversion rate.
• Achievement of monthly referral generation targets.