Customer Support-Executive

Freyr Energy; Hyderabad; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Freyr Energy in Hyderabad, India, seeks a Customer Success Coordinator to manage end-to-end customer experiences across the solar project lifecycle. You will act as the trusted contact, ensuring timely updates and smooth coordination among internal teams from inquiry to installation and post-installation services.

The role requires technical awareness, strong communication, and operational precision to handle multiple projects while maintaining high service standards.

Qualifications

• Bachelor’s degree in Engineering, Science, or Business.
• 1–2 years of experience in customer support, coordination, or project management—renewable energy exposure is a plus.
• Proficiency in English, Hindi, and Telugu in spoken and written form.
• Ability to explain technical concepts clearly to non-technical audiences.
• Basic understanding of solar systems, installation processes, and regulatory frameworks (MNRE, DISCOM, net metering).
• Hands-on experience with ZOHO CRM, Microsoft Office, and Exotel.
• Analytical mindset with attention to detail and problem-solving skills.
• Self-motivated with ability to manage multiple projects independently.
• Willingness to learn about evolving solar technologies and policies.
• Prior solar/renewable energy experience is a strong plus.

Responsabilités

• Respond to customer inquiries via phone, email, WhatsApp, and in-person interactions with accuracy and professionalism.
• Guide customers through all stages of the solar project, from site survey to commissioning.
• Provide regular updates on timelines and status to maintain transparency and trust.
• Collaborate with sales, technical, installation, and logistics teams to resolve issues promptly.
• Maintain accurate customer records and project data in ZOHO CRM.
• Address customer complaints with empathy and aim for first-contact resolution.
• Educate customers on system operation and AMC benefits.
• Escalate complex issues to the appropriate departments in a timely manner.
• Monitor CSAT metrics and gather feedback to improve service quality.

Connaissances

English

Hindi

Telugu

Formation

Bachelor's degree in Engineering, Science, or Business

Outils

ZOHO CRM

Microsoft Office

Exotel

Description du poste

Freyr Energy is India’s second-largest residential rooftop solar company. Founded in 2014 and headquartered in Hyderabad, we make clean, affordable, and reliable solar energy accessible to homes, housing societies, and businesses across the country.

To date, we have served over 17,000 customers, installed more than 150 MW of solar capacity, and helped reduce over 2,06,000 tons of CO₂ emissions — positively impacting more than 8 lakh lives and creating over 2,000 jobs, directly and indirectly. Our proprietary Freyr Energy App simplifies every step of solar adoption, allowing customers to assess their energy needs, get instant quotes, access financing, track installation, and monitor system performance, backed by 24x7 support.

Our mission is to empower every home and MSME across India with clean, affordable, and reliable solar energy — simplifying the process and revolutionising the Indian energy landscape for a more sustainable and equitable future. Backed by marquee investors and recognised across the industry, Freyr Energy is building a future where clean energy is the norm, not a luxury.

Job Description

Summary:

The Customer Success Coordinator plays a pivotal role in delivering exceptional end-to-end customer experiences throughout the solar energy project lifecycle. This position ensures seamless communication, timely updates, and efficient coordination across internal teams to support customers from initial inquiry through installation, commissioning, and post-installation services. By acting as a trusted point of contact, the coordinator enhances customer satisfaction, drives project success, and contributes to the company’s growth in the renewable energy sector. The role demands a blend of technical awareness, interpersonal finesse, and operational precision to manage multiple projects while maintaining high service standards.

Responsibilities:

• Respond to customer inquiries via phone, email, WhatsApp, and in-person interactions with accuracy and professionalism.
  
• Guide customers through all stages of the solar project, including site survey, documentation, installation, net metering, and commissioning.
  
• Provide regular updates on project timelines and status, ensuring transparency and trust.
  
• Collaborate closely with sales, technical, installation, and logistics teams to resolve issues promptly and efficiently.
  
• Maintain accurate and up-to-date customer records and project data in ZOHO CRM and internal systems.
  
• Address customer complaints and concerns with empathy, aiming for first-contact resolution.
  
• Educate customers on system operation, AMC benefits, and basic troubleshooting techniques.
  
• Escalate complex technical or operational issues to the appropriate departments in a timely manner.
  
• Monitor and contribute to improving customer satisfaction (CSAT) metrics through proactive engagement and feedback collection.
  

Requirements

• Bachelor’s degree in Engineering, Science, or Business (preferred).
  
• 1–2 years of experience in customer support, coordination, or project management—solar or renewable energy industry experience is highly advantageous.
  
• Proficiency in English, Hindi, and Telugu—both spoken and written.
  
• Strong ability to explain technical concepts clearly to non-technical audiences.
  
• Basic understanding of solar energy systems, installation processes, and key regulatory frameworks (MNRE, DISCOM, net metering).
  
• Hands-on experience with ZOHO CRM, Microsoft Office Suite, and digital communication tools such as Exotel.
  
• Analytical mindset with strong attention to detail and problem-solving skills.
  
• Self-motivated with the ability to work independently and manage multiple customer projects simultaneously.
  
• Commitment to continuous learning about emerging solar technologies and evolving government policies.
  
• Prior experience in the solar or renewable energy sector is a strong plus.