Manager - CRM - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Core Responsibilities

• Customer request/query/complaint management

• o Ensure rightful resolution of customer query and/or request within TAT/SLA
• o Drive process improvements to reduce complaints and increase customer delight
• o Coordinate and liaison across departments for resolution of complaints

• Call center management

• o Monitor customer communication routed through Call center and review service quality of call center vendor
• o Conduct periodical updates with respect to policy and process changes with the Call Center

• Manage communication/system changes having direct customer impact

• o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers
• o Manage the operation delinquency voice process

• Team Management

• o Ensure manpower planning and team management
• o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members
• o Drive customer centricity and sensitivity across the team

• Build and facilitate business retention process
• Help resolve all audit queries and support business activities(With respect to Customer Communication)
• Provide analysis of reports and records and maintain monthly customer service reports/MIS

Graduate : Yes

Masters/Postgraduate: Optional

Desired Experience: 6-8 years of experience in customer service/quality/retail assets