DGM - CC

Job Purpose

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)

Roles & Responsibilities

Financial and Strategy

Devise & distribute the collections targets basis the AOP projections

Strategize the collection projections for the month

Preparing CC Budget for whole customer life cycle and updating the same to project head and strategy so that necessary provisioning is done

Operational

Policy : New launch Support - Welcome New Customers and update them about future steps and adherence to SOP

Customer Issues Resolution : Planning and executing various customer / resident

engagement initiatives which will result in improved NPS.

Anticipating issues / scenarios which will impact larger number of customers and proposing "mitigation strategy "proactively

Designing & executing Proactive communication to customers which will help enhancing their trust in us

Overall NPS score will be a derived out of the NPS score we get from surveys done at various stages of the life cycle

Initial Email for Intimating AFS process to be sent for all Customer appreciation

No escalations

Process

Processes Adherence

Customer Life Cycle Management Process- Case

Management in SFDC and complaint resolution

Handling Executive and director Escalations

Improvisation on new methods of customer communication and engagement opportunities with customers

Should be able to amend / create SOPS conducive to customer satisfaction keeping business aspects in mind % Process compliance

People

Development

Ensuring people engagement through participation of the

team members in the various initiatives

Efforts on people development leading to retention and growth of superior talents

Ensuring team members' efforts on self-development

through e-learning and class room training

Get team members lead small but important projects to Develop their leadership skills

Position Requirements

Educational Qualification :

MBA

Experience :

8-10 years relevant experience

Minimum of 14-15 years of experience in Real Estate in Customer Service.

Applicants should be well versed with stakeholder management and customer interactions. Excellent communication skills and proficiency in MS-Office is essential.

Must have handled multiple projects

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

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

Strategic Thinking

Should be able to handle volumes

Multi Tasking

People Management

Strong Listener

Good Analytical and Strong in Numbers