Site CC Lead

2 months ago


Indore, India ScaleneWorks Full time

Roles &Responsibilities

The incumbent will beresponsible for endtoend customer relationship journey &NPS (Managing all aspects of aftersales relationship post thebooking stage through ensuring timely sale related documentationcollections and resolution of customer issues)

Financial

Devise & distribute thecollections targets basis the AOP projections

Strategize the collection projections for themonth

Operational

Monitorand supervise the daily activities of each team member to ensureadherence to internally defined SOPs and timelines

Responsible for meeting the collection targets

Monitor the daily grievances and escalations received fromcustomers

Ensure timely accurate andsatisfactory solutions are provided by team members to each ofthese queries

Support team on difficult or newissues requiring expertise

Mitigate escalatedcustomer issues

Coordinate with other functionsto resolve customer issues

Coordinate withvarious internal key functional teams to ensure that thecollections are streamlined and can be brought in within thetimelines

Maintain a high Net Promoter Scorefrom customers

Site based customerengagement

People

Definesand sets work objectives for team members

Balances work allocation in team

Reviews tasks completed by team members and conductregular performance reviews

Completesperformance appraisals of team

Carries out teambuilding & engagement activities

Process Adherence & Improvement

Identifies processes/procedures in own work area that needimprovement

Recommends process improvement ideasto streamline efficiency/costs/productivity

Undertakes process improvement activities in own workarea

Complies with company defined guidelinesand processes

Adheres to projecttimelines


Who arewe looking for

Qualification

Graduate with 1215 years of relevant customer managementexperience

Experience:

Morethan 8 years of experience in customer experience management.Experience in real estate will be preferred. Candidates frombanking hospitality can be considered for this role.

Team Management experience mandatory.


Critical Skills:


Functional Skills

Collections Management: Understands collectionsmanagement in depth and sets and drives efficiency targets forteam.

Customer Experience Management: Has anindepth understanding of diverse customer profiles and theircontexts and needs; uses this understanding to train others on howto serve customers. Proactively tracks customer issues andcomplaints to recommend improvements in systems and procedures toaddress those needs

Referral/LoyaltyManagement: Guides team members to communicate USP of offeringseffectively build indepth knowledge of projects and resolvecustomer queries conclusively to drive referral/loyaltysales

Handover: Establishes processes wheredifferent teams can work collaboratively to ensure a smoothtakeover and meet project timelines as well as commitment tocustomers


Behavioral Skills


Team management

InfluencingSkills

Negotiation Skills

Stakeholder management

Crisis Management& ConflictResolution

Remote Work :

No



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