Customer Relationship Manager
4 weeks ago
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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