Customer Experience Manager

Total Environment Building Systems Pvt Ltd; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading real estate company in Bengaluru seeks an Associate in Customer Service. The role involves supporting customers from post-sales to handover, acting as a point of contact, resolving escalations timely, and providing regular project updates. Ideal candidates should excel in customer relations and data management. This is a full-time position with a focus on enhancing customer satisfaction and reducing escalations.

Responsibilities

• To hand hold the customers from post-sales to handover.
• Regularly send project progress reports to customers.
• Resolving customer escalations in a time-bound manner.

Job description

Responsibilities

• To hand hold the customers from post-sales to Handover.
• All communication with customers as their SPOC.
• To support the collection team in reducing the over dues.
• customer satisfaction scores.
• regularly sending project progress reports to customers.
• resolving customer escalations in a time-bound manner and win-win proposition for both TE and customer.
• maintenance of all customer data.
• documentation and MIS.
• reduction in escalations.
• closure of escalations in a sustainable manner.
• handing over of units within 30days from FIS date and registration of the unit within the specified timelines.

Metrics / KPIs

• Mean time for ticket closure
• Reduction in number of escalations
• Keeping customer data up to date in SF
• Sending project updates on time every month

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Real Estate and Building Construction