Site CC Head-Hoskote

Godrej Industries

12 - 15 years

20 - 25 Lacs

bengaluru

Posted:3 days ago| Platform:

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Skills Required

hospitality crisis management team management process improvement customer relationship stakeholder management consumer goods operations financial services team building

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your 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

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