Manager - CRM - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Core Responsibilities:

Customer request/query/complaint management

o Ensure rightful resolution of customer query and/or request within TAT/SLA

o Drive process improvements to reduce complaints and increase customer delight

o Coordinate and liaison across departments for resolution of complaints

Call center management

o Monitor customer communication routed through Call center and review service quality of call center vendor

o Conduct periodical updates with respect to policy and process changes with the Call Center

Manage communication/system changes having direct customer impact

o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers

o Manage the operation delinquency voice process

Team Management

o Ensure manpower planning and team management

o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members

o Drive customer centricity and sensitivity across the team

Build and facilitate business retention process

Help resolve all audit queries and support business activities(With respect to Customer Communication)

Provide analysis of reports and records and maintain monthly customer service reports/MIS