Manager CRM - Backend

Job description

**Role & responsibilities** : **KEY RESPONSIBILITIES:** - Creating and implementation of CRM SOPs - Defining and implementing Service Quality audits along with a score card for the function - Drive Customer NPS/CSAT surveys for the business vertically in coordination with external agencies - Ensure existing team members are trained to effectively handle and manage customer communication, queries, and collections during the waiting, handover and post-handover process. - Collating and preparing the details for the monthly reports & preparing the MIS - Keeping a check on the outstanding status of collection from customers. - Driving the collections strategy including preparation and execution of incentive plan for the team - Organizing functional engagement events and R&R calendar plan - Act as a SPOC for the function for all IT related initiatives with the technical team - Supporting the National CFM head with insight on customer expectations and issues vis--vis product and customer service delivery and RCA. - Collating and providing customer complaints during and post-handovers from systems to determine the areas which are critical from customers perspectives; to highlight repetitive complaints to concerned team for future improvement - Motivating the team to perform at the highest standards of service and ensure that all due processes and systems are followed. - Handling customer escalation and ensuring satisfactory closures at the first level **Preferred candidate profile** : - Excellent Communication skills (Verbal, Written and Listening) - Confidence and ability to interact with customers internally across levels and externally. - Proficiency in Customer Care systems, MS Office (Word, Excel, Power Point, SAP, SFDC) - Basic knowledge of legal aspects in Real Estate - Basic understanding of construction concepts **OFFICE LOCATION:** LBS Marg Kurla **REPORTING TO:** AGM CRM **QUALIFICATION:** Any Graduate / MBA / Graduate in Hospitality preferably with Lean/Six sigma certification **EXPERIENCE:** 8-14 Years of experience, especially in areas pertaining to Customer Experience Strategy. The candidate should have at least 3-5 years of hardcore Real Estate Customer Service experience