Customer Experience Champion

Job Description / Roles & Responsibility :

Job Title : Customer Experience Champion

Location : Chennai, Mumbai, Bangalore, Hyderabad, Kolkata, New Delhi

Salary : INR 4,00,000 - 5,00,000 per annum

Position Summary :

- As a Customer Experience Champion, you will work as part of SunEdison's Customer Experience team. This role requires a results-focused individual who can liaise with our Customer Experience, Sales and Operations teams. Further, supporting the Sales teams, to deliver high-quality service to SunEdison's clients. This position is created for calling active and budding clients to encourage understanding of our product. Addressing clients' uncertainties, grievances, and suggestions on time. Noting important details of each conversation. Must be comfortable in presenting products or services over the phone as well as dealing with doubts. If you have a passion for delivering measurable results and client success, we want to hear from you.

The Objectives of this role include :

- Directly leads all aspects of a team of a max of 10 Individual Contributors, can include Sales Team, Operations Team and Customer Experience Specialists.

- Partner closely with Sales and Operations Team in their respective region

- Ensure timely submission and follow-up on all call's information submitted across businesses

- Arrange Client meetings with the Sales Team

- The goal is to help the company grow by bringing in customers and developing business

- Correspondence to clients like clarifications, queries, and other details about our business

- Convincing customer to close the lead and grow the business

- Follow up with the client, may include site visit as well

- Relationship management

- Drive to engage clients on new products and features

- Understanding customer journey thoroughly

- Coordinating for customer's requests with internal stakeholders (ops team, survey team)

- Coordinating for customer's requests with external stakeholders (Distribution Companies, etc)

Position Responsibility :

- Contact potential or existing customers to inform them about a product or service using scripts

- Answer questions about products or the company and ask questions to understand customer requirements to close sales

- Handle grievances to preserve the company's reputation

- Go the extra mile to meet sales quota and facilitate future sales

- Keep records of calls and sales and note useful information

- Directly communicating between Client and SunEdison's team and performance management

- Manage and coordinate inter-team-members relationships

- Team level Key Performance Indicators

- Bridge the gap between client, sales team and operations team for Solar Panels

- Noting down customer's requests exhaustively

- Ultimate focus on delighting the customer

- Pulling in the relevant subject matter expert in their conversation with the customer as and when required.

- Ensuring all teams deliver to customer in their respective TAT

Position Experience :

- Minimum 1-3 years of relevant experience, preferably worked in a BPO Industry, Energy Sector, B2C relationship management, customer service (servicing internal or external customers), consumer facing sales organization handling inbound & outbound calls, CRM systems.

Position Academic Qualification :

- Graduation in any discipline.

Desired Technical Skills :

- MS Excel tools and Basic CRM Tools

Desired Soft Skills :

- Should have attention to detail

- Communication Skill (Verbal and Written)

- Interpersonal Skills

- Analytical & Problem-Solving Skills

Language Proficiency :

- English- Must have

- Hindi/Bengali/Telugu/Assamese/ Gujarati/Kannada/Marathi/Tamil/ - Good to have

Who we are :

- Silres Energy Solutions Private Limited is a subsidiary company under parent company SunEdison. SunEdison, one of the best solar companies and a leading pioneer of the Indian solar industry, is rebuilding its business in India and globally. Bringing some of the best solar products in India, SunEdison company's latest offerings will focus on distributed energy in C&I, rural energy (like solar water pumps), home and street lighting systems, SME, residential segments, and emerging technologies (like waste heat to power). We have built solar projects in 8000+ locations across 15+ states. We have achieved 25000+ installations and 50+ microgrid projects.

Our Vision :

- SunEdison envisions a future, where renewable energy is an affordable solution to sustainable living and creating an affordable uninterrupted supply of alternative energy is our contribution to a greener planet.

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