Citizen Service Manager

Lodha Group

10 - 16 years

6 - 15 Lacs

thane mumbai (all areas)

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Skills Required

customer service crm management customer relationship hospitality management resident activities customer management customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Dear All,

We at Lodha Developers are currently looking for Citizen Center Manager who will be managing citizen center desks across the project / neighbourhoods for Lodha Amara in Thane location.

Role & responsibilities

Managing Citizen Center operations for the project Managing citizen affairs, effective handling of Citizen Center counters, complaints & resolutions
Lead Citizen Connect sessions - monthly sessions with residents on one-on-one basis
Effective handholding of customer in the post-possession stage [30 days]
Driving citizen engagements and connect sessions in the city by engaging with citizens through various forums, channels, events, activities and town halls
Inter-departmental coordination and engagements to ensure effective resolutions of all the concerns voiced by the citizens including social media tracking and interactions.
Driving loyalty sales through citizen engagements
Leading, mentoring and training team to drive a positive customer experience at all citizens touch points.
Social Media tracking for complaints and ensure effective resolution
Periodically publish information on successful events, highlight positive customer experience and citizen's positive comments on social media pages
Maintain healthy CSAT metrics including post-possession and KHO effectiveness
Ensure 100% compliance in KYC
Manage and guide team members as required

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