Coordinate end-to-end customer experience for solar projects: respond to inquiries, guide customers through site survey to commissioning, update stakeholders, maintain CRM records, resolve issues, educate users, and collaborate with sales, technical, installation, and logistics teams to improve CSAT.
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
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.
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