Executive - Customer Centricity

Godrej Industries Group; Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Childcare benefits

Paid parental leave

Caregiver travel support

Fertility and childbirth coverage

Job summary

Godrej Properties Limited (GPL) is seeking a customer-facing professional to manage the end-to-end experience after booking, ensuring homebuyers feel supported and informed throughout their journey.

The role focuses on query resolution, collaboration with Finance, Facilities, and Legal, and proactive communication to minimize delays while maintaining high service standards.

Qualifications

• Excellent written and verbal communication skills.
• Empathetic approach with customers and stakeholders.
• Ability to take ownership and drive resolutions.
• Strong follow-through and attention to detail.

Responsibilities

• Handle customer queries and complaints via phone, email, or walk-ins with timely, accurate resolutions.
• Coordinate with Finance, Facilities, and Legal to resolve issues efficiently.
• Track escalations to closure and ensure no query remains unresolved.
• Liaise with Facilities on snagging/de-snagging issues raised by customers.
• Surface recurring feedback to improve service quality.

Skills

Communication

Empathy

Ownership

Persuasion

Detail-oriented

Resilience

Job description

About Godrej Industries Group (GIG)

At the Godrej Industries Group, 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.

Job Requirements

About Godrej Industries Group (GIG)

At the Godrej Industries Group, 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.

https://www.godrejindustries.com/

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.

www.godrejproperties.com

Role Overview

The incumbent will be based at a GPL site office and will be responsible for managing the end-to-end customer experience post-booking. This is a customer-facing role at the heart of GPL's after-sales function — ensuring homebuyers feel supported, informed, and valued throughout their journey with us.

What You Will Do

Customer Query & Complaint Redressal

• Handle customer queries and complaints received via phone, email, or walk-ins — ensuring timely, accurate, and high-quality resolutions in line with GPL's SOPs.
• Coordinate with internal teams — Finance, Facilities, and Legal — to resolve customer issues efficiently.
• Track all escalations and complaints to closure; ensure no query goes unresolved.
• Liaise with the Facilities team on snagging and de-snagging issues raised by customers.
• Surface recurring feedback to improve the quality of service delivered to customers.

Customer Collections

• Keep customers proactively informed on project milestones and upcoming payment obligations.
• Send pre-intimations and payment reminders for every milestone as per GPL's communication SOPs.
• Follow up on delayed payments through calls and written communication; raise escalations where required.
• Ensure all payment-related data is accurately updated in SFDC in coordination with the Finance team.
• Work with internal teams to streamline collections and minimize payment delays.

You Will Thrive in This Role If You

• Communicate with clarity, empathy, and professionalism across written and verbal channels.
• Take ownership of customer issues and follow through to resolution with a sense of accountability.
• Can influence and persuade effectively — driving timely outcomes while maintaining strong relationships.
• Are disciplined and detail-oriented in maintaining records, system updates, and documentation.
• Demonstrate resilience and composure when handling escalations or difficult customer interactions.
• Godrej Properties is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work Experience

2-4 years

Benefits

Be an equal parent

• Childcare benefits for the birthing parent, commissioning parent (in case of surrogacy) or adoptive parent, and their partners
• 6 months of paid leave for primary caregivers, flexible work options on return for primary caregivers
• 2 months paid leave for secondary caregivers
• 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