Job Description

About Godrej Properties Limited: Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines a 125-year legacy of excellence and trust with a commitment to cutting edge design, technology, and sustainability. In FY 2021, Godrej Properties emerged as the largest developer in India by the value and volume of residential sales achieved. Godrej Properties has deeply focused on sustainable development. In 2010, GPL committed that all of its developments would be third party certified green buildings. In 2020,2021 and again in 2022, the Global Real Estate Sustainability Benchmark ranked GPL #1 globally amongst listed residential developers for its sustainability and ESG practices. In 2017, GPL was one of the founding partners of the Sustainable Housing Leadership Consortium (SHLC), whose mission is to spread sustainable development practices across the Indian real estate sector. In recent years, Godrej Properties has received over 300 awards and recognitions, including the Porter Prize 2019, The Most Trusted Real Estate Brand in the 2019 Brand Trust Report, Builder of the Year at the CNBC-Awaaz Real Estate Awards 2019, and The Economic Times Best Real Estate Brand 2018. www.godrejproperties.com Designation Site CC - Manager/ Sr. Manager Location Mumbai Zone - Bhandup/ Kandivali Job Purpose The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues. Roles & Responsibilities: Financial Devise & distribute the collections targets basis the AOP projections. Strategize the collection projections for the month. Operational Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines. Responsible for meeting the collection targets Monitor the daily grievances and escalations received from customers Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries Support team on difficult or new issues requiring expertise Mitigate escalated customer issues Coordinate with other functions to resolve customer issues. Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines. Maintain a high Net Promoter Score from customers. Site based customer engagement. People Defines and sets work objectives for team members. Balances work allocation in team Reviews tasks completed by team members and conduct regular performance reviews Completes performance appraisals of team. Carries out team building & engagement activities. Process Adherence & Improvement Identifies processes/procedures in own work area that need improvement. Recommends process improvement ideas to streamline efficiency/costs/productivity Undertakes process improvement activities in own work area Complies with company defined guidelines and processes Adheres to project timelines. Educational Qualification: Any Graduate. Experience: More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Team Management experience mandatory. Skills: Collections Management: Understands collections management in depth and sets and drives efficiency targets for team. Customer Experience Management: Has an in-depth understanding of diverse customer profiles and their contexts and needs; uses this understanding to train others on how to serve customers. Proactively tracks customer issues and complaints to recommend improvements in systems and procedures to address those needs. Referral/Loyalty Management: Guides team members to communicate USP of GPL offerings effectively, build in-depth knowledge of projects and resolve customer queries conclusively to drive referral/loyalty sales . Handover: Establishes processes where different teams can work collaboratively to ensure a smooth take-over and meet project timelines as well as commitment to customers An inclusive Godrej Before you go, there is something important we want to highlight. There is no place for discrimination at Godrej. Diversity is the philosophy of who we are as a company. And has been for over a century. Its not just in our DNA and nice to do. Being more diverse - especially having our team members reflect the diversity of our businesses and communities - helps us innovate better and grow faster. We hope this resonates with you. We take pride in being an equal opportunities employer. We recognise merit and encourage diversity. We do not tolerate any form of discrimination on the basis of nationality, race, colour, religion, caste, gender identity or expression, sexual orientation, disability, age, or marital status and ensure equal opportunities for all our team members. If this sounds like a role for you, apply now! We look forward to meeting you.

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