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Job Description

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 escalate 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