Site CC TL

Roles & Responsibilities

The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)

Financial

Devise & distribute the collections targets basis the AOP projections

Strategize the collection projections for the month

Operational

Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines

Responsible for meeting the collection targets

Monitor the daily grievances and escalations received from customers

Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries

Support team on difficult or new issues requiring expertise

Mitigate escalated customer issues

Coordinate with other functions to resolve customer issues

Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

Maintain a high Net Promoter Score from customers

Site based customer engagement

People

Defines and sets work objectives for team members

Balances work allocation in team

Reviews tasks completed by team members and conduct regular performance reviews

Completes performance appraisals of team

Carries out team building & engagement activities

Process Adherence & Improvement

Identifies processes / procedures in own work area that need improvement

Recommends process improvement ideas to streamline efficiency / costs / productivity

Undertakes process improvement activities in own work area

Complies with company defined guidelines and processes

Adheres to project timelines

Qualification

Graduate with 12-15 years of relevant customer management experience

Experience :

More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role.

Team Management experience mandatory.

Critical Skills : Functional Skills

Collections Management : Understands collections management in depth and sets and drives efficiency targets for 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. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs

Referral / Loyalty Management : Guides team members to communicate USP of GPL offerings effectively, build in-depth knowledge of projects and resolve customer queries conclusively to drive referral / loyalty sales

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

Team management

Influencing Skills

Negotiation Skills

Stakeholder management

Crisis Management & Conflict Resolution

Reporting Structure

The role reports to Project Director and has matrix reporting to Head of Cluster for Customer Centricity in the zonal office