Lead - Customer Service Delivery - Customer Experience - Real Estate

Job Purpose:

To manage and continually improve the - Customer Service- experience for customers to ensure that the company remains the first choice for discerning home buyers and a leader in customer centric practices within the real estate business.

Principal Accountabilities:

- Lead the Customer Service Delivery (CSD) Team in driving positive engagement across the customer lifecycle to establish and oversee the adoption of the team's vision, goals and objectives at all levels.

- Create a seamless journey for the customer though his transition from the - Sales- to the - Waiting- phase and from the - Waiting- to the - Possession- phase.

- Champion the cause of the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement

- Ensure that the CSD Team acts as the single point of contact for resolution of all customer queries related to the property transaction from customer onboarding till possession.

- Creating and sustaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company/ business context.

- Create a patterned framework/ module for CE teams to ensure no lapses in customer query/ request/ complaint resolution.

- Increase focus on core activities of customer onboarding, registrations, possession handovers and complaint management to ensure responsiveness within TAT, reduced customer effort and most critically timely and effective resolution of customer queries & complaints.

- Monitor business and process metrics to measure and manage customer service effectiveness.

- Identify key learnings through continuous monitoring of customer queries and complaints to create and implement customer centric policies and procedures that improve overall customer experience, service and retention.

Performance Measure of Success:

- Customer On-Boarding process efficiency

- Collections Efficiency

- Pre-handover SR's closure efficiency

- Customer feedback/ NPS score

- Customer feedback transaction ratings scores for Welcome/ Allotment, Registration & Handover Process

- Retention v/s Cancellation %

- Reduction of Registration & Handover Ageing

- QAT Audit/ External Audit Compliance Score

Functional Competencies:

- Strong customer service orientation, project management and quality control skills

- Expertise in conflict management, troubleshooting and multi-tasking

- Sound knowledge of latest real estate laws, practices, regulations and trends (RERA, GST, IGR, INDAS)

- Hands-on experience of working on CRM/ ERP tools and tech

- Excellent written/ verbal communication and presentation skills

- Ability to think strategically and to lead large multi-location teams