Customer Service Lead

3 weeks ago

Mumbai, Maharashtra, India Fairgrowth Management Consultants Pvt. Ltd. Full time

We are hiring on behalf of our Esteemed Real Estate Client , a company that has redefined the market through its unwavering commitment to ethics, transparency, and world-class quality.

About the Role

The Customer Excellence & Grievance Redressal - Regional Manager will oversee overall customer experience, hospitality and end-to-end grievance redressal process for homebuyers and customers across residential/commercial projects in the assigned region. The role involves:

  • Enhance Customer Experience at all touchpoints consistently
  • Infuse Hospitality elements across the journey and through customer association
  • Response management
  • Grooming & Etiquette standard management reflection in all conversations & communications
  • Addressing customer concerns as per CGRT Process flow
  • Collaborating with internal departments to drive customer satisfaction and process excellence internally as well

Responsibilities

  • Handle escalated customer grievances related to home purchases, project delivery, payment plans, documentation, post-possession services
  • Work closely with Sales, CRM, Projects, and Legal departments to ensure timely resolution of complaints.
  • Conduct trend analysis of customer feedback to identify recurring issues and recommend process improvements.
  • Implement proactive measures to reduce complaint volumes and improve the overall homebuyer experience.
  • Maintain detailed complaint logs, prepare periodic reports, and share insights with senior management for decision-making.
  • Conduct periodic training for regional teams on customer grievance policies, escalation protocols, and customer service standards.

Qualifications

  • 12+ years of experience in customer service, grievance redressal, or CRM roles
  • Excellent communication, negotiation, and interpersonal skills with a customer-centric approach.
  • Strong analytical and problem-solving capabilities with the ability to handle escalations effectively.
  • Experience in handling regional-level operations and multi-project portfolios will be an added advantage.

Required Skills

  • Customer service expertise
  • Grievance redressal knowledge
  • CRM software proficiency
  • Strong communication skills
  • Analytical skills

Regards,

Deepak

M:

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