Senior Manager - Customer Service - Real Estate/Hospitality

- Ensures timely and clear communication to customers via established channels and recommends ways to enhance the same.

- Presents insights and recommendations enabled by strategic thinking, technical knowledge, and strong communication skills. Thereby work with relevant internal stakeholders, in customer experience and other departments, with an objective of driving customer delight, as well as organization goals.

- Hands on with complaint management & prioritization between urgent and important.

- Large in-house team management. Ability to interact and lead a team of middle managers and drive a number based outcome.

- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company.

- Organize training programs for customer experience representatives (relationship managers) in order to update their job knowledge and enhance their skills.

- Coach & enable the team to deal with all queries in a professional and courteous manner on the calls, emails or in person within specified TATs.