Customer Delight Manager

Company

Spectra Televentures Pvt. Ltd. / Spectra Solar Power

Location

Gurugram, Haryana

Department

Customer Experience & Operations

Reporting To

Operations Manager

Employment Type

Full-Time

Position Summary

We are seeking an empathetic, proactive, and process-driven Customer Delight Manager to lead post-sales customer engagement and operational delivery for our Residential B2C Solar vertical. In this role, you will be the primary advocate for the customer—ensuring a smooth journey from contract signing through to net-metering and commissioning. You will manage high-priority customer escalations, drive milestone-based payment collections, and bridge communications between cross-functional internal teams and ground execution units.

Key Responsibilities & Key Result Areas (KRAs)1. Customer Escalation & Resolution Management

Act as the primary point of contact (SPOC) for resolving complex customer queries, complaints, and service delays with high urgency.

Intervene proactively to resolve bottlenecks during DISCOM net-metering approvals, bank loan processing, or field execution to minimize customer friction and prevent project cancellations.

Establish clear SLA frameworks and escalation matrix flows to keep CSAT (Customer Satisfaction) and NPS (Net Promoter Score) consistently high.

Payment Collection & Milestone Tracking

Own customer billing schedules and ensure timely payment collections across project execution stages (e.g., booking advance, dispatch, structure installation, commissioning).

Coordinate with customers and solar loan/NBFC finance partners to clear documentation and secure prompt loan disbursals.

Reduce outstanding Accounts Receivable (AR) turnaround times and manage payment follow-ups professionally.

Cross-Functional & Ground Team Coordination

Collaborate closely with internal design, procurement, supply chain, and government liaison (DISCOM) departments to streamline project workflows.

Coordinate directly with ground teams, field engineers, and third-party installation contractors to track site progress, resolve field issues, and enforce delivery timelines.

Provide accurate daily/weekly project status updates to clients to maintain complete operational transparency.

Customer Onboarding & Retention

Manage seamless customer onboarding upon contract closure, setting clear timelines and expectations.

Conduct post-commissioning feedback reviews and leverage satisfied clients to drive online reviews, video testimonials, and organic referral leads.

Key Requirements & Qualifications

Experience: 3 to 6 years of experience in Customer Experience (CX), Customer Delight, Operations, or Account Management within B2C environments (Solar EPC, E-commerce, Consumer Durables, Real Estate, or Tech/SaaS startups).

Education

Bachelor’s Degree / Post Graduation (MBA/PGDM preferred).

Communication: Exceptional verbal and written communication skills in English and Hindi, with strong conflict resolution and negotiation abilities.

Problem-Solving Skills

High emotional intelligence, calm composure under pressure, and a strong sense of ownership.

Tech Proficiency

Hands-on experience with CRM systems (e.g., Zoho, HubSpot, or Salesforce), MS Excel, and ticketing tools.

Pay

₹30,000.00 - ₹45,000.00 per month

Benefits

Cell phone reimbursement

Paid time off

Provident Fund

Work Location

In person