Job Description

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Job Title: Manager/ Sr. Manager- CC
Job Type: Permanent, Full-time
Function: Customer Centricity
Business: Godrej Properties Limited
Location: Mumbai, Maharashtra, India
About Godrej Industries Group
At the Godrej Industries Group (GIG), we are privileged to serve over 1.1 billion consumers globally through our businesses with market leadership positions in the consumer products, real estate, agriculture, financial services and chemicals industries.
About Godrej Properties Limited (GPL)
Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design, technology, and sustainability.
Key responsibilities:
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)
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 then collections are streamlined and can be brought in within the timeline
• 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

Who are we looking for?
Education: Any Graduate
Experience: More than 8 years of experience in customer experience management. Experience in real estate will be preferred. Candidates from banking, hospitality can be considered for this role.
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

Whats in it for you?
Be an equal parent
Childcare benefits for the birthing parent, commissioning parent (in case of surrogacy) or adoptive parent, and their partners

• \xc2\xb7 6 months of paid leave for primary caregivers, flexible work options on return for primary caregivers
• \xc2\xb7 2 months paid leave for secondary caregivers
• \xc2\xb7 Caregiver travel for primary caregivers to bring a caregiver and children under a year old, on work travel

Coverage for childbirth and fertility treatment
No place for discrimination at Godrej
Gender-neutral anti-harassment policy
Same sex partner benefits at par with married spouses
Coverage for gender reassignment surgery and hormone replacement therapy
Community partnerships and advocacy
Persons with Disability (PwD) care
We are selfish about your wellness
Comprehensive health insurance plans, as well as accident coverage for you and your family, with top-up options
Elder care for those who might need to extend support to senior family members
Preventative healthcare support
Outpatient Department (OPD) coverage, including vaccinations, dental, vision, etc.
Uncapped sick leave
Flexible work options, including remote working and part-time work
Mental wellness and self-care programmes, resources and counselling
Celebrating wins, the Godrej Way
Structured recognition platforms for individual, team and business-level achievements
Digital and offline instant recognition platforms
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 recognize 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.