Customer Support Executive

About The Role To engage with existing customers, generate referrals for rooftop solar installations, manage referral leads, and coordinate with the sales team to ensure timely follow-ups and successful conversion of referred prospects into customers.

Key Responsibilities

• Customer Calling: Contact existing customers to build relationships, understand their experience, and encourage them to refer potential customers for solar installations.
• Referral Generation: Identify and generate referral leads through regular customer interactions and follow-ups.
• Lead Management: Collect referral details, maintain accurate lead records, and update lead status in CRM or designated tracking systems.
• Lead Follow-up: Follow up with referred prospects to understand their requirements, interest, and readiness for solar installation.
• Sales Coordination: Coordinate with the sales team to assign referral leads, track follow-ups, and support lead conversion.
• Referral Programme Management: Communicate referral benefits, eligibility criteria, and programme details to existing customers.
• Customer Relationship Management: Maintain positive relationships with existing customers and ensure a professional customer experience throughout the referral process.
• Reporting & Target Achievement: Achieve assigned referral generation targets and prepare regular reports on calls, referrals, lead progress, and conversions.

Required Skills

• Graduate in any discipline; candidates with sales, marketing, or customer service backgrounds preferred.
• 0–2 years of experience in telecalling, customer relationship management, lead generation, or sales.
• Good verbal communication and interpersonal skills.
• Ability to convince and engage customers professionally over phone calls.
• Basic knowledge of MS Excel, Google Sheets, and CRM systems.
• Strong follow-up, coordination, and record-maintenance skills.
• Target-oriented approach with a willingness to learn about rooftop solar solutions.

Key Performance Indicators (KPIs)

• Number of existing customers contacted.
• Number of referral leads generated.
• Number of qualified referral leads.
• Referral lead follow-up and contact rate.
• Referral lead-to-site-visit and sales conversion rate.
• Achievement of monthly referral generation targets.