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