Job Summary :
The Customer Experience Manager is responsible for ensuring exceptional customer and property owner satisfaction.
Experience : Min 3 years of experience in managerial role.
Timings: WF0 2 pm to 6pm IST, WFH -8pm to 12am IST[Monday to Saturday] - Changes may come up with working hours
Key Responsibilities:
Customer Support Quality Management
- Monitor and evaluate Customer Support Level 1 Team's calls to ensure excellent customer service and adherence to company standards.
- Listen to recorded and live customer calls and provide constructive feedback to improve service quality.
- Monitor missed calls and ensure immediate action is taken to minimize abandoned or unanswered calls.
- Conduct regular coaching sessions and training programs to enhance team performance, communication skills, and customer handling techniques.
- Mentor the Customer Support Level 1 team and lead them in a customer-focused direction.
Ticket Resolution & Escalation Management
- Resolve support tickets escalated by the Customer Support Level 1 team.
- Ensure customer issues are resolved within defined timelines.
- Coordinate with Operations, Technical Support, IT and other departments to ensure timely issue resolution.
- Track recurring issues and recommend preventive measures.
EV Charger Monitoring
- Proactively monitor the company's EVCMS platform to identify EV chargers that are offline, faulty, or experiencing operational issues.
- Coordinate with the Operations, Technical, and IT teams to restore chargers to working condition as quickly as possible.
- Follow up until complete resolution and maintain proper status updates.
Property Owner Relationship Management
- Serve as the primary point of contact (POC) for property owners where company EV chargers are installed.
- Build and maintain strong professional relationships through regular communication via email.
- Address and resolve property owner concerns by coordinating with relevant internal departments.
- Ensure property owners receive their revenue share accurately and on time by coordinating with the Accounts team.
Customer Review & Reputation Management
- Regularly monitor customer reviews on platforms such as PlugShare, Google Reviews, and other public review sites.
- Respond professionally and promptly to customer reviews.
- Identify recurring customer concerns and coordinate with relevant teams to implement corrective actions.
- Build positive relationships with customers who provide feedback and encourage continuous service improvement.
Reporting & Continuous Improvement
- Prepare periodic reports on call quality, customer satisfaction, missed calls, review ratings, charger uptime, and issue resolution.
- Recommend process improvements to enhance customer experience and operational efficiency.
Desired Skills & Qualifications
- Excellent spoken and written English with outstanding communication skills.
- Soft-spoken, polite, professional, and customer-focused.
- Mature and confident in handling difficult or angry customers.
- Strong leadership and team management abilities.
- Excellent problem-solving and decision-making skills.
- Proactive, responsible, and capable of working independently.
Technical Skills
- Proficient in Microsoft Office (Word, Excel, Outlook).
- Comfortable working with ZOHO CRM, ticketing systems, call monitoring software, and EVCMS platforms.
Eligibility
- Bachelor's degree in any discipline.
- Minimum 3 years of prior experience in a managerial role, leading customer support team, handling Customer Support, Customer Success, Operations, Call Quality, or Customer Experience Management.
Pay: From ₹50,000.00 per month
Work Location: Hybrid remote in Ahmedabad, Gujarat
