Customer Relationship Manager

4 weeks ago


Gurgaon, Haryana, India ScaleneWorks Full time

Job Purpose
The incumbent will be responsible for managing the entire customer relationship journey, ensuring timely documentation, collections, and resolution of customer issues. This role requires a deep understanding of customer needs and contexts, as well as the ability to train others on how to serve customers effectively.

Roles & Responsibilities

Develop and distribute collections targets based on AOP projections

Strategize collection projections for the month

Prepare the CC budget for the entire customer life cycle and update it to ensure necessary provisioning

Operational

Policy: New launch Support - Welcome new customers and update them about future steps and adherence to SOP

Customer Issues Resolution: Plan and execute various customer/resident engagement initiatives to improve NPS

Anticipate issues/scenarios that will impact a large number of customers and propose mitigation strategies proactively

Design and execute proactive communication to customers to enhance their trust in us

Overall NPS score will be derived from surveys conducted at various stages of the life cycle

Initial email for intimating AFS process to be sent for all

Customer appreciation

No escalations

Process

Customer Life Cycle Management Process- Case Management in SFDC and complaint resolution

Handling Executive and Director Escalations

Improvisation on new methods of customer communication and engagement opportunities with customers

Ability to amend/create SOPs conducive to customer satisfaction, keeping business aspects in mind

% Process compliance

People

Development

Ensure people engagement through participation of team members in various initiatives

Efforts on people development leading to retention and growth of superior talents

Ensure team members' efforts on self-development through e-learning and classroom training

Get team members to lead small but important projects to develop their leadership skills

Position Requirements

Educational Qualification: MBA

Experience: 8-10 years of relevant experience

Minimum of 10-12 years of experience in Real Estate in Customer Service

Applicants should be well-versed with stakeholder management and customer interactions

Excellent communication skills and proficiency in MS-Office is essential

Must have handled multiple projects

Critical Skills

Collections Management: Understands collections management in depth and sets and drives efficiency targets for the team

Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers

Handover: Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers

Behavioral Skills: Strategic Thinking, Handling Volumes, Multi-Tasking, People Management, Strong Listener, Good Analytical and Strong in Numbers



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