About the role
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