Guest Relations Manager / Escalation Manager

Managing Citizen Center operations for the project Managing citizen affairs, effective handling of Citizen Center counters, complaints & resolutions.

About the Role

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.

Responsibilities

• 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.

Qualifications

Any Graduate / Post Graduate.

Required Skills

Minimum 6-8 years of experience in Hospitality / Airlines / Real Estate industry.