Relationship Manager

2 days ago

Pune, India Gera Developments Full time
Amongst the top 10 Great Mid-Size Companies in India for second consecutive year and are the only Developer in the top 10 Mid-Size Category . We are also amongst India’s Top Work Places in the Real Estate Industry, 2019.
Most Ethical Companies to Work for in Real Estate by World HRD Congress 2017, award winning Child Centric Homes, All Women Site Construction Team, first to introduce the 5-year warranty 14 years ago.
Innovative, Transparent, Inclusive, Rewarding, Developing, High growth environment is an integral part of the organization culture. If you feel you have the ability to challenge yourself and want to be ahead of the League then welcome to the world of OUTDOER’s.
We are looking at hiring for the role of Assistant Manager/Manager in our Customer Relations Team. The incumbent will front end for managing customer relationships from the time of agreement to handover and to ensure that the customer’s needs are serviced as per defined SLA’s.
Job Title: Relationship Manager
Job Overview: The Relationship Manager (RM) serves as the primary point of contact for customers, focusing on resolving grievances, building strong relationships, and improving customer satisfaction. They engage customers through direct communication, events, and personalized services, ensuring a positive experience throughout their journey. The RM plays a pivotal role in service recovery, value addition, and maintaining ongoing engagement through various channels.
Key Responsibilities:
Customer Engagement:
Act as the first point of contact for all customer grievances and concerns.
Engage with customers regularly through events, virtual connects, and collaborations with the brand.
Make in-person visits to customers twice a year, ensuring personalized attention (3 customer visits per day).
Service Recovery:
Provide solutions for service-related grievances through approved recovery measures such as gifts or gestures (capped at up to ₹3,000 per customer and subject to RM Lead approval).
Offer a one-time interest waiver during the customer's lifecycle (capped at ₹10,000 and subject to RM Lead approval).
Address and resolve process-related disputes that arise during customer interactions.
Grievance Management:
Identify and resolve potential escalations by playing the "good cop" role to de-escalate situations.
Work closely with internal teams to ensure swift and satisfactory resolution of customer concerns.
Keep track of recurring issues and recommend process improvements.
Value Addition & Business Development:
Generate referral leads during customer visits, encouraging advocacy and word-of-mouth referrals.
Promote the company’s services and new offerings during in-person meetings and events.
Collaboration & Reporting:
Collaborate with cross-functional teams to resolve customer issues and enhance overall customer experience.
Report to RM Lead on customer visit outcomes, feedback, service recovery actions, and any approvals required.
Keep detailed records of customer interactions, visit outcomes, and grievances addressed.
If you love 'OUTDOING', this is the place to be

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