Customer Experience Champion

JOB DESCRIPTION / ROLES & RESPONSIBILITY

Job TitleCustomer Experience ChampionLocationChennai, Mumbai, New Delhi, Kolkata, Hyderabad, Bangalore

SalaryINR 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 including the 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 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 customers 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 customer requests with internal stakeholders (ops team, survey team)

Coordinating 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 the 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 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 customers 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 Skills (Verbal and Written)

Interpersonal Skills

Analytical & Problem-Solving Skills

Language Proficiency

English- Must Have

Hindi/Bengali/Telugu/Assamese/Gujarati/Kannada/Marathi – Good to have