Customer Service Manager

<p>Growatt New Energy is looking for an experienced and customer-focused <strong>Customer Service Manager</strong> to lead and manage customer service operations in Ahmedabad. The position will be responsible for managing the Customer Service team, ensuring timely resolution of customer queries and complaints, coordinating with internal departments, and maintaining a high level of customer satisfaction.</p><p>The ideal candidate should have strong leadership, communication, problem-solving, and team management skills, along with experience in customer service operations. Experience in the solar, inverter, renewable energy, or electrical industry will be an added advantage.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li>Lead, manage, and supervise the Customer Service/CSR team.</li><li>Monitor daily customer calls, complaints, service requests, and follow-ups.</li><li>Ensure timely and effective resolution of customer complaints and technical service requests.</li><li>Handle escalated customer complaints and ensure proper resolution within defined timelines.</li><li>Coordinate closely with Technical Support, Repair, Warehouse, Sales, and other departments.</li><li>Monitor customer service performance, response time, resolution time, and service quality.</li><li>Develop and monitor team KPIs, SLAs, and performance targets.</li><li>Ensure proper follow-up of inverter repair, replacement, pickup, dispatch, and RMA cases.</li><li>Maintain accurate records of customer complaints, service requests, and resolutions.</li><li>Prepare daily, weekly, and monthly customer service performance reports.</li><li>Identify recurring customer issues and coordinate with relevant departments for corrective actions.</li><li>Improve customer service processes, SOPs, and operational efficiency.</li><li>Train, coach, and guide Customer Service team members.</li><li>Conduct regular team performance reviews and provide constructive feedback.</li><li>Ensure professional and effective communication with customers through telephone, WhatsApp, email, and other communication channels.</li><li>Maintain strong customer relationships and ensure a high level of customer satisfaction.</li><li>Identify opportunities to improve customer experience and service quality.</li><li>Ensure compliance with company policies, procedures, and customer service standards.</li></ul><p><br></p><p><strong>Required Qualifications</strong></p><ul><li>Bachelor’s degree in Business Administration, Engineering, Management, or a related field.</li><li>5 - 6 years of relevant experience in Customer Service, Customer Support, or Customer Service Management.</li><li>Prior experience in team management and customer service operations.</li><li>Experience in the solar, inverter, renewable energy, electrical, or related industry will be preferred.</li><li>Strong knowledge of customer service processes and complaint management.</li><li>Good understanding of MS Office, particularly MS Excel.</li><li>Experience with CRM or customer service management systems will be an advantage.</li></ul><p><br></p><p><strong>Required Skills</strong></p><ul><li>Strong leadership and team management skills.</li><li>Excellent verbal and written communication skills.</li><li>Strong customer relationship management skills.</li><li>Excellent problem-solving and decision-making abilities.</li><li>Ability to handle customer escalations professionally.</li><li>Strong coordination and follow-up skills.</li><li>Ability to work under pressure and manage multiple priorities.</li><li>Good analytical and reporting skills.</li><li>Proactive approach toward identifying and resolving customer issues.</li><li>Strong interpersonal and organizational skills.</li></ul><p><br></p><p><strong>Key Performance Indicators (KPIs)</strong></p><ul><li>Customer satisfaction and service quality.</li><li>Customer complaint resolution time.</li><li>First-response and first-resolution rate.</li><li>Number of pending and overdue customer complaints.</li><li>Team productivity and performance.</li><li>SLA compliance.</li><li>Customer follow-up effectiveness.</li><li>Escalation management.</li><li>Accuracy and timeliness of customer service reports.</li><li>Process improvement and reduction of recurring customer complaints.</li></ul><p><br></p><p><strong>Preferred Candidate</strong></p><p>Candidates with experience in <strong>solar inverters, renewable energy, electrical equipment, power electronics, or related industries</strong> will be preferred.</p><p><strong>Location</strong></p><p><strong>Ahmedabad, Gujarat</strong></p><p>Feel free to direct your resume to ritesh.chauhan@growatt.com.</p>