Job Description

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

ScaleneWorks People Solutions