Regional Customer Experience Manager

23 hours ago

Mumbai, Maharashtra, India beBeeCustomer Full time ₹ 17,50,000 - ₹ 21,25,000

Job Overview

We are hiring a customer experience specialist who will oversee overall customer satisfaction, hospitality, and end-to-end grievance redressal process for homebuyers and customers across residential/commercial projects in the assigned region. The role involves:

  • Enhancing customer satisfaction at all touchpoints consistently
  • Infusing 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
  • Handling escalated customer grievances related to home purchases, project delivery, payment plans, documentation, post-possession services
  • Working closely with Sales, CRM, Projects, and Legal departments to ensure timely resolution of complaints
  • Conducting trend analysis of customer feedback to identify recurring issues and recommend process improvements
  • Implementing proactive measures to reduce complaint volumes and improve the overall homebuyer experience
  • Maintaining detailed complaint logs, preparing periodic reports, and sharing insights with senior management for decision-making
  • Conducting 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

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