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Customer Relationship Management Manager
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Position Title Manager/DM/AM Position Type Permanent Department Customer Service Reporting To Function Head Location Gurgaon Duration Communications Stakeholders Internal/External Nature of Relation Frequency Customers/Channel Partners/Financial Institutions External Interaction with customers, CPs, Bankers and Financial Institutions to ensure customer satisfaction, channel partner management and timely collections Regularly Purpose of position/ Job Description Meetings customers and resolving their concerns effectively related to their booking. To be able to handle escalated cases and agitated customers and work towards resolving issues.
Replying to customer emails and ensure closure of responses within defined TAT. Addressing and resolving customer concerns on calls. Collections- Calling customers for fresh and overdue demands of designated projects and ensure to meet monthly designated Targets.
Interacting with bankers and financial institutions for bank loan and expediting disbursements. Channel Partner Interactions- Meetings channel partners for their respective issues and their customer concerns. Inter departmental co-ordination (Sales, Legal, Projects, Accounts, Leasing, Facilities) to ensure timely responses to customer concerns.
Handling legal cases and preparing fact sheets for legal responses 9. Drive Customer Experience – CSAT Attributes of the Position/Scope To have real time update on the affairs of the assigned project on the following parameters from related departments and thread the common synchronized progress: Project Update Customer Accounting Concerns Collections Legal
Cases Approvals Physical Possessions Documentation Compliance Department Heads (Projects, Sales, CRM, HCM, Admin, Legal, Accounts & Finance, Taxation, Liaison, Marketing, Leasing, FMS) Internal Business is always dynamic. This position needs to partner with departments and keep a track for timelines. Regularly Management Internal Business is always dynamic.
This position needs to be interactive with the management team as per defined processes Frequently Personal Profile Qualification Postgraduate/ MBA Key Competencies Required Excellent communication skills, problem solver, negotiation skills, Active listener, emphatic, high IQ, commercial & Market awareness, command over numbers and digital proficiency, go getter attitude, smart planner and thinker. Relevant Experience 5-10 Years S.No Key Responsibilities & Tasks Measure 1 Meeting customers and addressing customer queries effectively Everyday 2 Drive Collections Efficiencies - Responsible for reducing customer outstanding Everyday 3 Handling escalations and meeting agitated customers with a problem-solving approach Everyday 4 Responding to customer queries on email and ensuring closure of responses within defined TAT Everyday 5 Attending customer calls and addressing their concerns to ensure closure within defined TAT Everyday 6 Responsible for driving Customer Experience - CSAT Everyday 7 Interaction with CP and banking partners/Financial Institutions As & when required 8 Inter department coordination to ensure timely closure of customer concerns
As & when required 9 Handling legal cases along with legal team for settlement and closure of legal orders As & when required
