15h Left 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: 98676 96869

E: deepak@fairgrowthindia.com

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