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

Job description

10688 | | | | | --- | --- | --- | | **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 | |