The Role
Conduct post-installation and post-service customer feedback calls, verify system functionality and service quality, address concerns, escalate critical issues, and follow up on resolutions. Maintain customer interaction records in CRM systems, prepare CSAT and feedback trend reports, guide customers on basic smart home system usage, and suggest improvements to installation and service quality.
Summary Generated by Built In
➢ Post-Installation Feedback
• Conduct customer feedback calls after installation of Whitelion home automation
systems.
• Verify installation quality, system functionality, and customer understanding of
product usage.
• Ensure customers are satisfied with the installation team and overall experience.
➢ Post-Service Feedback
• Take feedback after service visits / maintenance calls.
• Evaluate engineer performance, response time, and issue resolution quality.
• Capture customer concerns, recurring issues, or dissatisfaction.
➢ Customer Engagement
• Maintain professional and positive communication with customers.
• Guide customers on basic usage of smart home systems, if required.
• Build strong and long-term customer relationships.
➢ Complaint Handling & Escalation
• Identify service gaps and customer complaints.
• Escalate critical issues to technical or service teams.
• Ensure timely closure of issues with proper follow-ups.
➢ CRM & Data Management
• Record all customer interactions and feedback in CRM systems.
• Maintain accurate data on installation and service experience.
➢ Reporting & Insights
• Prepare daily/weekly reports on:
• Customer satisfaction (CSAT)
• Feedback trends
• Common service/product issues
• Suggest improvements to enhance installation and service quality.
Benefits
➢ Excellent communication skills (Hindi & English; regional language preferred)
➢ Strong listening and problem-solving ability
➢ Customer-first mindset with empathy
➢ Basic understanding of IoT / home automation systems preferred
➢ CRM and MS Excel knowledge
➢ Good follow-up and coordination skills
Skills Required
- Excellent communication skills in Hindi and English
- Regional language proficiency
- Strong listening and problem-solving ability
- Customer-first mindset with empathy
- Basic understanding of IoT or home automation systems
- CRM knowledge
- Microsoft Excel knowledge
- Good follow-up and coordination skills
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The Company
What We Do
Whitelion is an Indian home-automation technology manufacturer founded in 2014. The company designs smart-home products including touch panels and smart locks, combining comfort, safety, and convenience for modern homes. Its mission is to provide affordable smart-home automation solutions across India and spread the power of technology through high-quality products and practical applications that make everyday life more efficient for households and businesses throughout the country.
