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Customer Support Executive

Ahmedabad, India

Job Summary

As a Customer Support Executive at shivaya energy, your primary responsibility is to ensure a smooth and satisfying customer experience by managing queries, coordinating invoice payments, updating CRM data, and resolving service issues. This role bridges the customer and internal teams (sales, finance, operations), ensuring seamless operations and lasting relationships.

Company Overview

shivaya energy is a growing name in the renewable energy sector, focused on solar protection devices and related electrical solutions. Known for product quality and service excellence, shivaya energy is expanding rapidly across India while fostering a growth-oriented work environment.

Job Location

📍

shivaya energy

604, 6th Floor, Kalp Business Park, Nr Kia Showroom, Opp. HP Petrol Pump, Nikol-Odhav Ring Road, Ahmedabad 382415, Gujarat

Office Hours

🕘 Monday to Saturday, 9:30 AM to 6:30 PM

Number of Vacancies

1 Position

Relevant Industry Experience

2–3+ years Experience Required Solar, Electrical, Renewable Energy Preferred Industry

Educational Qualifications

Qualification

Requirement

High School Diploma or Equivalent

Required

Bachelor's Degree in Business Administration or Related Field

Preferred

Proficiency in MS Office (Word, Excel, PowerPoint)

Required

Key Responsibilities

Responsibility Area

Description

Customer Support

Respond to queries via calls/emails, ensuring quick resolution.

Payment Coordination

Follow up for overdue payments and assist finance with invoicing.

CRM Updates

Maintain complete and current records of all customer interactions.

Customer Engagement

Conduct courtesy follow-ups after issue resolution to ensure satisfaction.

Feedback Reporting

Share recurring issues or feedback with internal teams to improve processes.

Complaint Escalation

Escalate unresolved complaints to higher management for urgent handling.

Sales Coordination

Coordinate with sales team for order updates, follow-ups, and account status.

Order Status Updates

Provide customers with clear updates on product delivery or service tickets.

Service Scheduling

Coordinate service or technical visits as required.

Documentation

Maintain logs, reports, and customer documentation for audit readiness.

Key Skills & Must-Have Qualities

Skill/Quality

Description

Communication

Strong verbal/written communication to engage customers clearly.

CRM Tools

Must be proficient in CRM systems for ticket handling and updates.

Attention to Detail

Ensure 100% accuracy in customer records and follow-ups.

Empathy & Patience

Ability to calmly resolve complaints and frustrations.

Time Management

Handle multiple customer tickets/tasks efficiently.

MS Office Proficiency

Excel for reporting, Word for drafting, PowerPoint for presentations.

Follow-Up Discipline

Ensure no open issue goes unresolved or unrecorded.

Must-Have and Nice-to-Have Skills

Must-Have Skills

Nice-to-Have Skills

Strong customer service orientation

Familiarity with solar/electrical products

Proficiency in CRM tools

Experience with invoice or ERP systems

High attention to detail

Exposure to ISO/customer audits

Problem-solving ability

Knowledge of complaint handling workflow

Key Result Areas (KRAs)

KRA

Description

Customer Satisfaction

Ensure every query and complaint is addressed quickly and respectfully.

Payment Follow-Up Success

Consistently follow up with customers until payments are closed.

CRM Data Accuracy

Enter all customer data without error or delay.

Complaint Resolution Time

Shorten the turnaround time for issue closure.

Coordination Efficiency

Act as a reliable link between sales, finance, and the customer.

Documentation Readiness

Maintain documentation for audit, reporting, and handovers.

Key Performance Indicators (KPIs)

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