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17/07 Chunchun
HR Executive at Vigilcore Trading and Consultancy (OPC) Private Limited

Views:4822 Applications:266 Rec. Actions:Recruiter Actions:7

Assistant Vice President - Customer Service - Real Estate (10-20 yrs)

Pune Job Code: 721542

AVP CUSTOMER SERVICE


Strategic Focus : 

- Be accountable for productivity, turnaround times, accuracy level, cost management & customer satisfaction.

Operational Focus :

- Manage complaints and queries (from customers and staff)

- Help to build good customer relations

- Lead a team of staff to provide top level customer service

- Engage in CRM program

- Demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognizing the importance and benefits of effective team working

- Deliver customer service in line with best practice. Ensure compliance to relevant policies.

- Process customer refunds, seeking guidance where necessary

- Provide assistance to customers should an incident occur

- Motivate and lead the team and maintain a good level of personal presentation

- Ensure service to the customers on following operations :

- Customer Accounting

- Service provisioning

- Managing Financial transaction

- Payment Reconciliation

- Document Management

- Welcome Calling

- Collection backend support

- All process related to ongoing customer servicing

- Be responsible for customer related documentation & building processes

- Conduct cross coordination with the other departments such as: accounts, taxation, legal, sales, construction

- Handle sensitive process like that of cancellation and retention

- Ensure proactive risk assessment and ensure plugs gaps with quick solutions

- Work with legal team on critical legal cases and seek prompt case closure

- Work with a customer interfacing portfolio and has a good experience in customer management.

People Focus :

- Recruit, develop and retain staff, partnering with Human Resources.

- Responsible for managing his/her team by enforcing HR policies and procedures

- Supervise and manage the performance of the team, ensure annual appraisals and informal performance reviews

- Coach, mentor, motivate and supervise project team members / contractors and for successful project delivery

- Identify training needs for the team

- Responsible to counsel and retain the top/ critical talent and keep the attrition rate low

Education and Experience :

- Mandatory Graduation

- Preferably Masters in Business Administration (MBA) from reputed university

- 12-16 years of experience with at least 5 years in Real Estate Industry with desired experience of leading a team of at least 5+ members.

Leadership Competencies and Skills :

- Good interpersonal and customer facing skills, able to empathize, maintain professionalism, display patience and politeness within a sometimes pressurized environment

- Good team working skills and ability to work with minimal supervision

- Proven desire to update product knowledge and skill set where required

- A conscientious, flexible and can do working style

- Good oral communication skills. Ability to communicate with both customers and colleagues at all levels of seniority

Note: Leadership Competencies will be revisited after the finalization of Leadership Competency Framework

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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