Job Description

Job Title: Customer Delight Manager

Location:

Kanpur

Industry:

Solar Energy

About the Role

We are looking for a proactive, customer-centric, and energetic

Customer Delight Manager

to ensure a seamless, positive, and high-quality experience for every customer engaging with our solar products and services. The ideal candidate will take full ownership of customer satisfaction, handle escalations, ensure timely installation & service delivery, and build long-term customer relationships.

Key Responsibilities1. Customer Experience & Satisfaction

Ensure every customer receives a smooth, professional, and satisfying experience from onboarding to post-installation. Conduct regular follow-ups with customers to ensure installation quality, service satisfaction, and performance expectations. Resolve customer queries within defined TAT and ensure zero communication gaps. Maintain a high Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS).

2. Service Coordination & Issue Resolution

Coordinate with installation teams, service engineers, vendors, and sales teams to ensure timely resolution of issues. Monitor and track installation progress, service tickets, and maintenance requests. Handle customer complaints and escalations with professionalism and empathy. Ensure proper documentation, complaint logs, and closure reports.

3. Relationship Building & Retention

Build trustworthy and long-term relationships with customers to promote loyalty and referrals. Educate customers about solar system maintenance, AMC, warranty terms, and performance monitoring. Identify opportunities for customer upsell/cross-sell (AMC, upgrades, additions).

4. Process Improvement

Analyse customer feedback to identify pain points and propose process improvements. Implement service quality standards and monitor their adherence. Collaborate with tech and operations teams to optimize customer journey.

5. Compliance & Reporting

Ensure all customer interactions comply with company guidelines, safety standards, and industry regulations. Prepare daily/weekly MIS reports on service performance, customer satisfaction, and priority cases. Maintain accurate records of customer lifecycle and service activities.

Required Skills & Qualifications

Bachelor's degree (MBA preferred). 2-5 years of experience in customer service, client relations, or service operations --

experience in Solar Industry is a strong plus

. Excellent communication skills (Hindi & English). Strong problem-solving ability and customer-first mindset. Ability to coordinate with multiple teams and manage field operations. Tech-savvy with experience using CRM tools, service dashboards, or ticketing systems. Ability to work under pressure while maintaining professionalism.

Key Competencies

Customer Empathy & Ownership Proactive Follow-up Conflict Resolution Time & Process Management Coordination & Execution Positive Attitude & Reliability

Salary Range

Competitive salary based on experience + performance incentives.

Job Types: Full-time, Permanent

Pay: ?10,000.00 - ?14,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person