Urgent Hiring Customer Service Executive at Wadgaon Sheri Pune location

Job Description

Job Description Customer Service Executive (Rooftop Solar)PositionCustomer Service Executive (CSE) only femaleDepartmentOperations / Customer SuccessReporting ToCustomer Service Manager / Operations ManagerJob PurposeThe Customer Service Executive will be responsible for managing the complete customer journey under the PM Surya Ghar Yojana, from initial customer onboarding to final rooftop solar installation, subsidy support, customer satisfaction, and referral generation. The role requires strong communication, coordination, documentation, and customer relationship management skills.Key Responsibilities1. Customer OnboardingContact leads received from marketing campaigns, referrals, portals, and PM Surya Ghar applications.Explain rooftop solar solutions, PM Surya Ghar Yojana benefits, subsidy eligibility, savings, and installation process.Collect customer requirements and basic site information.Verify customer documents:Aadhaar CardElectricity BillPAN Card (if required)Property Ownership DocumentsBank Account DetailsCreate customer records in CRM/software.Schedule site survey appointments.2. Site Survey CoordinationCoordinate with survey engineers for site visits.Inform customers about survey schedules.Ensure survey reports are submitted on time.Update customers regarding survey findings and proposed system capacity.3. Proposal & Quotation ManagementShare system proposals and quotations with customers.Explain:System capacityEstimated generationCost breakupSubsidy benefitsROI and payback periodResolve customer queries and concerns.Follow up for quotation approval.4. Order Confirmation & DocumentationObtain customer confirmation and advance payment.Complete agreement and KYC formalities.Ensure all documents are uploaded accurately on the PM Surya Ghar Portal.Coordinate with internal departments for project initiation.5. Net Metering & Approval CoordinationAssist customers in applying for net metering approvals.Coordinate with DISCOM authorities and internal teams.Track approval status.Keep customers informed regarding progress.6. Installation CoordinationSchedule installation dates with customers and project teams.Ensure material readiness before installation.Coordinate with installation engineers and vendors.Provide regular status updates to customers.7. Quality Check & Commissioning SupportConfirm installation completion.Coordinate commissioning and testing activities.Assist customers in understanding:Inverter operationMonitoring applicationsSafety proceduresMaintenance guidelinesObtain customer installation acceptance confirmation.8. Subsidy AssistanceGuide customers through subsidy claim procedures.Ensure accurate document submission.Follow up on subsidy processing status.Support customers until subsidy amount is credited.9. Customer Relationship ManagementConduct regular follow-ups during the project lifecycle.Address complaints and service requests promptly.Maintain high customer satisfaction levels.Ensure positive customer experience at every stage.10. Reference & Referral GenerationAfter Successful Installation:Contact customers within 7-15 days of commissioning.Collect customer feedback and testimonials.Request Google Reviews and social media reviews.Obtain customer consent for using testimonials in marketing materials.Referral Generation Activities:Ask satisfied customers for references of:Family membersFriendsNeighborsHousing societiesBusiness associatesExplain referral benefits and incentives.Maintain a referral database.Track referral conversions.Follow up with referred prospects professionally.Target:Minimum 35 qualified referrals from each successfully installed customer.Key Performance Indicators (KPIs)KPI TargetCustomer Contact Time Within 24 HoursSite Survey Scheduling Within 48 HoursCustomer Satisfaction Score 90%Complaint Resolution Within 24-48 HoursInstallation Completion Tracking 100%Google Reviews Collected 70% of Installed CustomersCustomer Referrals Generated 35 per CustomerReferral Conversion Rate As per Company TargetDocument Accuracy 100%Required SkillsTechnical SkillsCRM SoftwareMS ExcelGoogle SheetsEmail CommunicationDocumentation ManagementSoft SkillsExcellent Communication Skills (Hindi, English, Regional Language)Customer HandlingFollow-up ManagementNegotiation SkillsProblem SolvingRelationship BuildingAttention to DetailQualificationGraduate in Any DisciplinePreferred: BBA, MBA, Commerce, Marketing, or Customer Service BackgroundExperience15 Years in:Customer ServiceSolar IndustryRenewable EnergyTelecomBankingInsuranceService IndustryExecutive Talent Acquisition Team,AHS Corporate Services Pvt. LtdMobile: hidden_mobile Email: hidden_email

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