Associate Vice President - Customer Service / Service Delivery (HNI)

Business Overview:

With over 9 million visitors visiting the website every month looking for real estate solutions, 99acres.com has over 10 lakh residential and commercial property listings and over 1.5 lakh new projects. Not only this, it has the highest traffic share, time spent on site and maximum page views, making it the most popular real estate portal in the country. The platform caters to buyers, tenants, owners, builders and brokers.

Job Objective: We are seeking an experienced AVP Customer Delivery to join our team and manage client delivery for high net worth individuals (HNIs). In this role, you will be responsible for managing the customer life cycle post-sales, including customer renewal after service duration expiry, cross-selling and reducing complaint rate for HNI clientele.

Key Responsibilities:

1. Manage client delivery for HNIs and ensure high-quality service delivery and customer experience on the platform.

2. Reduce the percentage of complaints by implementing effective customer service strategies.

3. Manage the customer life cycle post-sales, including customer renewal, after service duration and expiry.

4. Identify and execute cross-selling opportunities to increase revenue and customer satisfaction

5. Develop and maintain strong relationships with key stakeholders, including HNIs and internal teams

6. Regularly review and analyze customer feedback to identify areas for improvement and implement changes

7. Collaborate with the sales team to identify new business opportunities and support the sales process

Ensure compliance with company policies and industry regulations.

Desired Skills:

1. Minimum of 8 years of experience in customer service or delivery management, with a strong track record of managing high-value clients

2. Proven ability to reduce customer complaints and improve customer satisfaction

3. Strong leadership and management skills, with the ability to lead and motivate a team

4. Excellent communication and interpersonal skills

5. Strong analytical and problem-solving skills

6. Experience with cross-selling and customer retention strategies

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