Customer Service Lead
3 weeks ago
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.
Ensure processes comply with RERA guidelines, company policies, and customer-centric best practices.
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.
Qualifications12-15+ years of experience in customer service, grievance redressal, or CRM roles Proficiency in CRM software (Salesforce/SFDC preferred) and MS Office tools.
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 Pay range and compensation package Competitive salary with performance-linked incentives.
Opportunity to grow into Pan-India Grievance Management Leadership Roles as the organization scales.
Equal Opportunity Statement We are committed to diversity and inclusivity in our hiring practices.
Regards, Deepak M: 98676 96869 E: deepak@fairgrowthindia.com
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