Site Head - Customer Centricity (Kharghar)

Godrej Properties

9 - 14 years

15 - 25 Lacs

navi mumbai

Posted:3 weeks ago| Platform:

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Skills Required

crm crm management customer centric

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Devise & distribute the collections targets basis the AOP projections
Strategize the collection projections for the month
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
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

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