Customer Experience Officer at Arnergy Solar Limited

Responsibilities
You’ll focus on:

• Handling inbound and outbound calls, emails, and live chats from residential, commercial, and VVIP customers.
• Escalating complex or technical issues to the Field Service or Back Office/Technical Support teams for prompt action.
• Following up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Ensuring that customer concerns are addressed within SLA timelines and according to Arnergy standards.
• Monitoring and managing customer sentiment, identifying opportunities to delight customers at key touchpoints.
• Supporting marketing campaigns by following up with prospects generated from events, activations, and digital campaigns.
• Participating in customer satisfaction surveys and continuous feedback loops to improve service quality.
• Assisting in onboarding and supporting clients/distributors, providing accurate product, pricing and service knowledge.
• Contributing to developing scripts, FAQs, and knowledge base materials for consistent service delivery.
• Maintaining accurate call logs, ticketing records, and case histories.
• Tracking personal and team KPIs including response time, resolution rate, and customer satisfaction (CSAT) scores.
• Preparing weekly summaries of customer pain points, recurring issues, and potential product improvement insights.

Requirements & Skills
You'll be a good fit for this role if you have experience with:

• Bachelor’s degree in Business Administration, Communications, Engineering or a related field.
• 2–4 years of experience in customer service or call centre operations (experience in the solar/energy sector is an advantage).
• Strong verbal and written communication skills — clear, empathetic, and professional.
• Proficiency in CRM tools (e.g., Zoho, Salesforce) and call management systems.
• Technical understanding of solar PV systems, inverters, and batteries (training will be provided).
• Strong multitasking, problem-solving, and time management abilities.
• A customer-first mindset, patience, and resilience under pressure.

We’d also like to see:

• Flexibility and comfort working in a fast-paced, changing environment
• An attribute of grit
• Compliance oriented, good interpersonal skills
• High level of attention to detail.