Job Description

Hi All,We are having opening for CRM Head with one of our Real State Client @Noida.Job Title :- CRM HeadJob Location :- NoidaRoles and Responsibilities
Customer Care emails
Checking customer emails coming in customer care ID and taking further for complaint registration
Checking internal emails and taking them for further processing
Checking and replying developer emails
Service request registration
Understanding the customer concern received on any touch point: email, IVR call, Senior
management, Walk-in
Registration of the Service Request in the support sheet with correct and appropriate details
Allocation of the SR to the team member
Reply to customer on email with the service request number and along the allotted team member
details
Record Upkeep / Data Management
Update of support sheet on regular basis
Update of daily productivity tracker of the team
Collation of the team work at the day end in update in compiled file
Update the IVR calls data base
Publishing of defined reports as per defined frequency
First level of escalation
Registering the Managing the cases originated from SLT escalation or MD room
Constant follow up within the departments to fix the customer concernsUpdate to CC Head on the issue
Inter function coordination
Cross functional coordination to provide support to team members for closure of service requests
Coordinate with Sales Teams respective Director for escalated cases
Constant meetings with Sales Coordinators for discussion of the teams respective casesCandidate Profile:
Desired Candidate Profile
Candidate Having 4-5 yrs Of Experience As TL.
Immediate Joiners Would Be Preferable
Real Estate Experience Would Be PreferableIf interested please send resume on gareema.awasthi@cielhr.com.

Ciel HR