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Customer Experience Champion

3 weeks ago

Mumbai, Maharashtra, India beBeeCustomerService Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Opportunity: Customer Service Excellence Leader

We are seeking an exceptional leader to oversee the customer experience, provide world-class hospitality, and manage end-to-end grievance resolution processes for homebuyers and customers across residential/commercial projects in their assigned region.

The role involves:

  • Main Responsibilities:
    • Enhance customer satisfaction at all touchpoints consistently
    • Infuse service excellence elements across the customer journey
    • Grievance response management
    • Culture standard management reflection in all conversations & communications
    • Addressing customer concerns as per the grievance resolution process flow
    • Collaborating with internal departments to drive customer satisfaction and process excellence internally as well
  • Additional Responsibilities:
    • Handle escalated customer complaints related to home purchases, project delivery, payment plans, documentation, post-possession services
    • Work closely with Sales, CRM, Projects, and Legal teams to ensure timely complaint resolution
    • Analyze customer feedback trends to identify recurring issues and recommend process improvements
    • Implement proactive measures to reduce complaint volumes and improve the overall customer experience
    • Maintain detailed complaint logs, prepare periodic reports, and share insights with senior leadership for decision-making
    • Provide regular training for regional teams on customer service policies, escalation protocols, and standards

Requirements:

  • 12+ years of experience in customer service, grievance resolution, 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 complex escalations effectively
  • Experience in handling regional-level operations and multi-project portfolios will be an added advantage