Site CC Lead
2 months ago
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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