Job Summary
As a Customer Support Executive at MY SOLAR, your primary responsibility is to ensure a smooth and satisfying customer experience by managing queries, coordinating invoice payments, updating CRM data, and resolving service issues. This role bridges the customer and internal teams (sales, finance, operations), ensuring seamless operations and lasting relationships.
Company Overview
MY SOLAR is a growing name in the renewable energy sector, focused on solar protection devices and related electrical solutions. Known for product quality and service excellence, MY SOLAR is expanding rapidly across India while fostering a growth-oriented work environment.
Job Location
š MY SOLAR
604, 6th Floor, Kalp Business Park, Nr Kia Showroom, Opp. HP Petrol Pump, Nikol-Odhav Ring Road, Ahmedabad 382415, Gujarat
Office Hours
š Monday to Saturday, 9:30 AM to 6:30 PM
Number of Vacancies
1 Position
Relevant Industry Experience
2ā3+ years Experience Required Solar, Electrical, Renewable Energy Preferred Industry
Educational Qualifications
|
Qualification |
Requirement |
|
High School Diploma or Equivalent |
Required |
|
Bachelor's Degree in Business Administration or Related Field |
Preferred |
|
Proficiency in MS Office (Word, Excel, PowerPoint) |
Required |
Key Responsibilities
|
Responsibility Area |
Description |
|
Customer Support |
Respond to queries via calls/emails, ensuring quick resolution. |
|
Payment Coordination |
Follow up for overdue payments and assist finance with invoicing. |
|
CRM Updates |
Maintain complete and current records of all customer interactions. |
|
Customer Engagement |
Conduct courtesy follow-ups after issue resolution to ensure satisfaction. |
|
Feedback Reporting |
Share recurring issues or feedback with internal teams to improve processes. |
|
Complaint Escalation |
Escalate unresolved complaints to higher management for urgent handling. |
|
Sales Coordination |
Coordinate with sales team for order updates, follow-ups, and account status. |
|
Order Status Updates |
Provide customers with clear updates on product delivery or service tickets. |
|
Service Scheduling |
Coordinate service or technical visits as required. |
|
Documentation |
Maintain logs, reports, and customer documentation for audit readiness. |
Key Skills & Must-Have Qualities
|
Skill/Quality |
Description |
|
Communication |
Strong verbal/written communication to engage customers clearly. |
|
CRM Tools |
Must be proficient in CRM systems for ticket handling and updates. |
|
Attention to Detail |
Ensure 100% accuracy in customer records and follow-ups. |
|
Empathy & Patience |
Ability to calmly resolve complaints and frustrations. |
|
Time Management |
Handle multiple customer tickets/tasks efficiently. |
|
MS Office Proficiency |
Excel for reporting, Word for drafting, PowerPoint for presentations. |
|
Follow-Up Discipline |
Ensure no open issue goes unresolved or unrecorded. |
Must-Have and Nice-to-Have Skills
|
Must-Have Skills |
Nice-to-Have Skills |
|
Strong customer service orientation |
Familiarity with solar/electrical products |
|
Proficiency in CRM tools |
Experience with invoice or ERP systems |
|
High attention to detail |
Exposure to ISO/customer audits |
|
Problem-solving ability |
Knowledge of complaint handling workflow |
Key Result Areas (KRAs)
|
KRA |
Description |
|
Customer Satisfaction |
Ensure every query and complaint is addressed quickly and respectfully. |
|
Payment Follow-Up Success |
Consistently follow up with customers until payments are closed. |
|
CRM Data Accuracy |
Enter all customer data without error or delay. |
|
Complaint Resolution Time |
Shorten the turnaround time for issue closure. |
|
Coordination Efficiency |
Act as a reliable link between sales, finance, and the customer. |
|
Documentation Readiness |
Maintain documentation for audit, reporting, and handovers. |
Key Performance Indicators (KPIs)
|
KPI |
Target |
|
Customer Feedback |
90%+ positive responses from feedback collection |
|
Payment Follow-Up Success Rate |
Recover ā„95% of overdue payments within follow-up cycle |
|
Query Resolution Time |
24ā48 hours turnaround per query |
|
Complaint Escalation Accuracy |
100% escalations logged and closed in CRM |
|
Coordination Response Time |
ā¤ 2 hours response to internal team requests |
|
CRM Data Completeness |
100% of customer records updated within 1 day |
Doās and Donāts
|
DOās |
DONāTs |
|
Respond to every customer within defined SLAs. |
Donāt leave a query unresolved or unattended. |
|
Maintain calm and patience during customer complaints. |
Donāt argue or blame the customer. |
|
Collaborate actively with sales and finance to close cases. |
Donāt delay sharing important updates across teams. |
|
Document every interaction in CRM immediately. |
Donāt forget or skip CRM updates. |
|
Track and report feedback that can improve service. |
Donāt ignore recurring issues or negative feedback. |
|
Ensure payment follow-ups are professional and documented. |
Donāt be aggressive or disrespectful in payment communications. |
Tools and Software
|
Tool Type |
Examples |
|
CRM |
Salesforce, Zoho CRM, Freshdesk |
|
Communication |
Gmail, Outlook, WhatsApp Business |
|
MS Office Suite |
Excel (reports), Word (documents), PowerPoint (presentations) |
|
Payment Tracking Tools |
Tally, ERP, or finance CRM coordination tools |
Reports Preparation and Management
|
Report |
Frequency |
Details |
|
Customer Query Report |
Daily |
Number of tickets resolved, pending, and escalated. |
|
Payment Follow-Up Report |
Weekly |
Status of invoices, amount recovered, pending follow-ups. |
|
Feedback Summary Report |
Monthly |
Highlights of satisfaction scores and complaints. |
|
CRM Accuracy Audit |
Monthly |
Audit on data completeness and correctness in CRM. |
Database Management
|
Database Name |
Purpose |
|
Customer Info Log |
Contact history, interaction notes, preferences |
|
Payment Follow-Up Tracker |
Invoice list, payment dates, remarks |
|
Complaint Resolution Register |
Log of issues, action taken, feedback |
|
Feedback Log |
Summary of reviews, ratings, and feedback scores |
Communication Channels
|
Channel |
Stakeholders |
|
Internal |
Sales Team, Finance Team, Operations, Logistics |
|
External |
Clients, Vendors, End Customers, Service Technicians |
Benefits
|
Benefit Category |
Details |
|
Week Off |
Sunday |
|
Leave Benefits |
Casual Leave (CL), Privilege Leave (PL), Sick Leave (SL), Festival Holidays |
|
Skill Development |
Access to ongoing training programs |
|
Work-Life Balance |
Supportive work environment with structured hours |
|
Recognition Program |
Monthly awards for excellence in customer handling |
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