Regional Customer Experience Excellence Manager

2 days ago

Mumbai, Maharashtra, India beBeeCustomer Full time ₹ 1,00,00,000 - ₹ 1,20,00,000

Our Esteemed Real Estate Client seeks a seasoned customer service professional to lead the team in delivering exceptional experiences.

Key Responsibilities
  • Customer Experience Enhancement at all touchpoints consistently.
  • Infusing Hospitality elements across the journey and through customer associations.
  • Response management for escalated customer grievances.
  • Grooming & Etiquette standards management reflection in all conversations & communications.
  • Addressing customer concerns as per CGRT Process flow.

The role involves collaboration with internal departments to drive customer satisfaction and process excellence internally as well. Key responsibilities include:

Tasks
  • 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.

This is a challenging yet rewarding role that requires strong customer-centric approach, excellent communication skills, and analytical capabilities. If you have passion for delivering exceptional customer experiences and can handle escalations effectively, we encourage you to apply.

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