Key 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)1. FinancialDevise & distribute the collections targets basis the AOP projectionsStrategize the collection projections for the month2. OperationalMonitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines.Responsible for meeting the collection targetsMonitor the daily grievances and escalations received from customersEnsure timely, accurate and satisfactory solutions are provided by team members to each of these queriesSupport team on difficult or new issues requiring expertiseMitigate escalated customer issuesCoordinate with other functions to resolve customer issuesCoordinate with various internal key functional teams to ensure that then collections are streamlined and can be brought in within the timelineMaintain a high Net Promoter Score from customersSite based customer engagement3. PeopleDefines and sets work objectives for team membersBalances work allocation in teamReviews tasks completed by team members and conduct regular performance reviewsCompletes performance appraisals of teamCarries out team building & engagement activities4. Process Adherence & ImprovementIdentifies processes/procedures in own work area that need improvementRecommends process improvement ideas to streamlineefficiency/costs/productivityUndertakes process improvement activities in own work areaComplies with company defined guidelines and processesAdheres to project timelinesWho are we looking for?Education:Any GraduateExperience: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.
