कस्टमर केयर एग्जीक्यूटिव

Job Description – Customer Care Executive (Solar Company)

Company Introduction

Founded in 1996, and based in Dombivali, Indus Instruments Private Limited (INDUS) is today a market leader in manufacturing power electronics equipment & renewable energy products. INDUS has earned reputation & trust in the market by offering unique technology solutions, high quality products & unparalleled customer support in business areas of energy conservation & generation.

Job Title - Customer Care Executive

Location - Dombivili

Job Summary

We are looking for a customer-focused and proactive Customer Care Executive to manage customer inquiries, service requests, and post-sales support. The ideal candidate will ensure excellent customer service by resolving issues promptly, coordinating with internal departments, and maintaining long-term customer relationships.

Key Responsibilities

Handle inbound and outbound customer calls, emails, WhatsApp messages, and online inquiries.

Respond to customer queries related to solar installations, products, warranties, maintenance, billing, and service requests.

Register and track customer complaints in the CRM system.

Coordinate with the Service, O&M, Sales, and Technical teams to ensure timely issue resolution.

Schedule service visits and follow up until the issue is resolved.

Keep customers informed about the status of their complaints and service requests.

Maintain accurate customer records and update service logs.

Conduct customer feedback and satisfaction surveys.

Educate customers on system usage, preventive maintenance, warranties, and AMC (Annual Maintenance Contract) services.

Escalate unresolved issues to the appropriate departments.

Prepare daily, weekly, and monthly customer service reports.

Ensure high standards of customer satisfaction and service quality.

Required Qualifications

Graduate in any discipline.

1–3 years of experience in customer service, customer support, call center, or customer relationship management.

Experience in the solar, electrical, renewable energy, telecom, banking, or service industry will be an advantage.

Required Skills

Excellent verbal and written communication skills in English, Hindi, and the local language.

Strong customer handling and problem-solving abilities.

Good interpersonal and relationship management skills.

Proficiency in MS Office and CRM software.

Ability to manage multiple customer requests efficiently.

Positive attitude, patience, and empathy.

Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT).

First Response Time (FRT).

Average Resolution Time (ART).

First Contact Resolution (FCR).

Number of customer queries resolved.

Complaint closure rate.

Customer retention and feedback ratings.

Salary & Benefits

Competitive salary

Performance-based incentives

Professional training and development

Career growth opportunities

Paid leave and statutory benefits

Friendly and collaborative work environment

Preferred Candidate Profile

Excellent communication and active listening skills.

Strong coordination and follow-up abilities.

Ability to remain calm and professional while handling customer complaints.

Basic understanding of solar products and services (training will be provided if required).

Customer-centric approach with a commitment to delivering excellent service.

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