Customer Support cum Operations Executive

We are looking for a proactive and customer-focused Customer Support cum Operations Executive to manage day-to-day smart meter operations and provide effective support to customers, and field teams.

The candidate will be responsible for coordinating smart meter installation and operational activities, monitoring meter-related issues, handling customer queries and complaints, maintaining records, and ensuring timely resolution of service requests.

Key Responsibilities:

• Coordinate day-to-day operations related to smart meter installation, activation, replacement, and maintenance.
• Monitor smart meter installation and commissioning activities.
• Coordinate with field technicians, installation teams, supervisors, and project teams.
• Track meter installation status, pending cases, replacements, and service requests.
• Follow up with concerned teams to ensure timely closure of pending cases.
• Escalate critical operational issues to the concerned manager.
• Handle customer queries related to smart meters, meter readings, bills, recharge/prepaid services, connectivity, installation, and meter-related complaints.
• Attend customer calls, emails, WhatsApp messages, and service requests professionally.
• Register and track customer complaints in the CRM/helpdesk system.
• Follow up with customers to confirm issue resolution and closure.
• Maintain customer complaint and resolution records.
• Handle escalated customer issues professionally and within defined timelines.
• Ensure a positive customer experience and maintain good customer relationships.