Site CC TL

23 hours ago

Gurugram, India ScaleneWorks Full time

Roles & Responsibilities 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) Financial Devise & distribute the collections targets basis the AOP projections Strategize the collection projections for the month Operational Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines Responsible for meeting the collection targets Monitor the daily grievances and escalations received from customers Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries Support team on difficult or new issues requiring expertise Mitigate escalated customer issues Coordinate with other functions to resolve customer issues Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines Maintain a high Net Promoter Score from customers Site based customer engagement People Defines and sets work objectives for team members Balances work allocation in team Reviews tasks completed by team members and conduct regular performance reviews Completes performance appraisals of team Carries out team building & engagement activities Process Adherence & Improvement Identifies processes/procedures in own work area that need improvement Recommends process improvement ideas to streamline efficiency/costs/productivity Undertakes process improvement activities in own work area Complies with company defined guidelines and processes Adheres to project timelines Qualification Graduate with 12-15 years of relevant customer management experience Experience: More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role. Team Management experience mandatory. 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 Referral/Loyalty Management: Guides team members to communicate USP of GPL offerings effectively, build in-depth knowledge of projects and resolve customer queries conclusively to drive referral/loyalty sales 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 Team management Influencing Skills Negotiation Skills Stakeholder management Crisis Management & Conflict Resolution Reporting Structure The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal office

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