Site CC TL

1 week ago

Gurugram, India ScaleneWorks Full time

Job Purpose
The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)
Roles & Responsibilities
Financial and Strategy
Devise & distribute the collections targets basis the AOP projections
Strategize the collection projections for the month
Preparing CC Budget for whole customer life cycle and updating the same to project head and strategy so that necessary provisioning is done
Operational
Policy: New launch Support - Welcome New Customers and update them about future steps and adherence to SOP
Customer Issues Resolution: Planning and executing various customer / resident
engagement initiatives which will result in improved NPS.
Anticipating issues / scenarios which will impact larger number of customers and proposing "mitigation strategy "proactively
Designing & executing Proactive communication to customers which will help enhancing their trust in us
Overall NPS score will be a derived out of the NPS score we get from surveys done at various stages of the life cycle
Initial Email for Intimating AFS process to be sent for all Customer appreciation
No escalations
Process
Processes Adherence
Customer Life Cycle Management Process- Case
Management in SFDC and complaint resolution
Handling Executive and director Escalations
Improvisation on new methods of customer communication and engagement opportunities with customers
Should be able to amend /create SOPS conducive to customer satisfaction keeping business aspects in mind % Process compliance
People
Development
Ensuring people engagement through participation of the
team members in the various initiatives
Efforts on people development leading to retention and growth of superior talents
Ensuring team members' efforts on self-development
through e-learning and class room training
Get team members lead small but important projects to Develop their leadership skills
Position Requirements
Educational Qualification:
MBA
Experience:
8-10 years relevant experience
Minimum of 10-12 years of experience in Real Estate in Customer Service.
Applicants should be well versed with stakeholder management and customer interactions. Excellent communication skills and proficiency in MS-Office is essential.
Must have handled multiple projects
Critical Skills:
Functional Skills
Collections Management: Understands collections management in depth and sets and drives efficiency targets for team.
Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs
Handover: Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers
Behavioral Skills
Strategic Thinking
Should be able to handle volumes
Multi Tasking
People Management
Strong Listener
Good Analytical and Strong in Numbers

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