Team Lead-Customer Experience (Post Ssles)

Role Summary

• Seasoned and customer-centric leader responsible for post-sales engagement from booking to handover.
• Acts as SPOC for customers while leading a team to deliver superior experience.
• Drives customer satisfaction, escalations, and cross-functional coordination.

Key Areas of Accountability

• Own end-to-end customer journey from post-sales to handover.
• Primary SPOC for all customer communication.
• Lead and manage customer experience team.
• Collaborate with internal stakeholders (projects, CRM, legal, collections).
• Support collections team in reducing overdues.
• Ensure timely handover and registration.

Team Handling Responsibilities

• Manage, mentor, and develop team members.
• Set goals, KPIs, and performance expectations.
• Conduct reviews, coaching, and feedback sessions.
• Ensure productivity and high-quality customer interactions.
• Maintain SLA adherence and process compliance.
• Identify training needs and enable skill development.
• Track CSAT, escalations, and resolution metrics.
• Act as escalation point for critical issues.

Key Deliverables

• Achieve high customer satisfaction scores.
• Send regular project updates.
• Resolve escalations in time-bound manner.
• Maintain accurate customer data in systems.
• Oversee documentation and MIS.
• Support collection targets.
• Reduce escalations and ensure sustainable closure.
• Handovers within 30 days from FIS and timely registration.

Metrics / KPIs

• Mean Time to Resolution (MTTR).
• Reduction in escalations.
• Team CSAT/NPS performance.
• Data accuracy in CRM.
• On-time monthly updates.
• Collections support effectiveness.
• Handover and registration timelines.

Key Skills & Competencies

• Strong leadership and team management.
• Customer-first mindset.
• Communication and stakeholder management.
• Escalation handling skills.
• Process and data orientation.
• CRM tools (Salesforce preferred).

Experience & Qualifications

• 8–12 years in Customer Experience/Post-Sales roles.
• 3–5 years team handling experience.
• Real estate or similar industry preferred.