Customer Support Executive

About the role

Key Responsibilities

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

Required Skills

1. Graduate in any discipline; candidates with sales, marketing, or customer service backgrounds preferred.
2. 0–2 years of experience in telecalling, customer relationship management, lead generation, or sales.
3. Good verbal communication and interpersonal skills.
4. Ability to convince and engage customers professionally over phone calls.
5. Basic knowledge of MS Excel, Google Sheets, and CRM systems.
6. Strong follow-up, coordination, and record-maintenance skills.
7. 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.