Role description :

- Understand the organization road map to excellence in Customer Experience.

- Ensure excellent service delivery across multiple touch points through the customer life cycle.

- Execute SOPs / checklists for all touch-points, processes, and activities

- Track Customer Satisfaction and maintain the high service quality standards

- Conduct team brief and identify low performance area/associates and put in an action plan

- Responsible for all the consumer touch points, from the time of sale to the handover of the residence

- People Management providing leadership to a team of customer care associates & executives chart road map for individual development and provide opportunity to grow.

- Identify training needs among team members to ensure all rounded development of individuals

- Ensuring quality of customer interactions through monitoring of relevant metrics and TATs

- Management of collectibles from customers and ensuring achievement of collection targets

- Enabling documentation process is in place.

- Ensuring adoption of standardized MIS procedure.

Behavioral characteristics :

- Extremely organized and highly motivated.

- Excellent verbal / written communication and presentation skills.

- Strong research capability.

- Ability to maintain professionalism in all customer interactions as applicable.

- Ability to adhere to all company and customer processes and policies.

- Strong quantitative skills.

- Accomplishes organization goals by accepting ownership for accomplishing new and

- Exploring opportunities to add value to job accomplishments.

- Training and Team handling capabilities desired.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.