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JOB DESCRIPTION

Job Title: Manager-Customer Centricity

Job Type: Permanent, Full-time

Function: Customer Centricity

Business: Godrej Properties Limited

Location: WE - Zone

About Godrej Industries Group (GIG)

At the Godrej Industries Group, we are privileged to serve over 1.1 billion consumers globally through our businesses with market leadership positions in the consumer products, real estate, agriculture, financial services and chemicals industries

About Godrej Properties Limited (GPL)

Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design, technology, and sustainability.

Key responsibilities

• Customer Experience Management:

• Oversee the customer experience strategy to ensure all customer touchpoints align with company standards for satisfaction and engagement.

• Develop and implement initiatives to enhance the overall customer journey and increase customer loyalty.

• Escalation Desk (Calls and Emails) Management:

• Manage the escalation desk, handling critical and high-priority customer issues via calls and emails.

• Ensure timely and efficient resolution of escalated cases while maintaining a high level of professionalism and customer satisfaction.

• Collaborate with cross-functional teams to resolve complex issues and prevent recurrence.

• Audit and Evaluation:

• Conduct comprehensive audits of voice calls, emails, and business processes to assess adherence to quality standards.

• Analyse customer interactions and identify opportunities for improvement in communication effectiveness, accuracy, and customer satisfaction.

• Quality Standards Compliance:

• Ensure compliance with organizational policies, industry regulations, and best practices.

• Develop and maintain a thorough understanding of quality standards and implement measures to achieve and exceed benchmarks.

• Feedback and Reporting:

• Provide constructive feedback to customer service representatives, communication teams, and other relevant stakeholders based on audit findings.

• Generate regular reports highlighting key performance indicators and areas requiring attention.

• Training and Development:

• Collaborate with training teams to develop and deliver targeted training programs based on identified quality gaps.

• Assist in the continuous development of training materials to address evolving quality standards.

• Process Improvement:

• Work closely with process owners and stakeholders to identify and implement process improvements.

• Recommend and support the implementation of corrective actions to address quality deficiencies.

• Documentation:

• Maintain accurate and detailed records of audit findings, feedback, and corrective actions.

• Develop and update documentation related to quality standards and procedures.

• Cross-functional Collaboration:

• Collaborate with various departments, including customer service, operations, and training, to ensure a unified approach to quality improvement.

• Participate in cross-functional meetings to address quality-related issues.

Critical Skills:

Functional Skills

• Excellent communication skills, both written and verbal
• Attention to detail and ability to multitask.
• Familiarity with quality management tools and methodologies.
• Proficiency in using relevant software and systems for monitoring and evaluation.
• Excellent analytical and problem-solving skills.
• Certification in quality management or related field is a plus.
• Must have in-depth knowledge of and passion for customer satisfaction.

Behavioral Skills

• People skills
• Customer centricity
• Influencing Skills
• Negotiation Skills
• Stakeholder management
• Crisis Management & Conflict Resolution
• Lateral thinking
• Ability to work independently in a fast-paced environment.

Who are we looking for?

Qualification:

• Bachelor's degree in business administration or a related field, MBA preferred

Experience:

• Proven experience in managing escalations, quality auditing, preferably in a customer service or contact centre environment.
• More than 10 years of experience in customer experience management.
• Candidates from banking or telecom can be considered for this role.

What's in it for you?

Be an equal parent

Maternity support, including paid leave ahead of statutory guidelines, and flexible work options on return

Paternity support, including paid leave

New mothers can bring a caregiver and children under a year old, on work travel

Adoption support; gender neutral and based on the primary caregiver, with paid leave options

No place for discrimination at Godrej

Gender-neutral anti-harassment policy

Same sex partner benefits at par with married spouses

Gender transition support

We are selfish about your wellness

Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options

Trust based sick leave

Mental wellness and self-care programmes, resources and counselling

Celebrating wins, the Godrej Way

Structured recognition platforms for individual, team and business-level achievements

Performance-based earning opportunities

An inclusive Godrej

Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. It's not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you.

We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members.

If this sounds like a role for you, apply now We look forward to meeting you.