Senior Executive - RM

Godrej & Boyce Mfg. Co. Ltd.; Gurugram District; On-site; INR 420,000 - 620,000; Full time

Benefits offered by this job

Remote working

Flexible work options

Health insurance

Uncapped sick leave

Job summary

Godrej Properties Limited is seeking a customer experience professional to manage end-to-end post-booking support at a GPL site office. You will be the primary point of contact for homebuyers, ensuring they feel supported, informed, and valued throughout their journey.

The role emphasizes resolving queries, coordinating with internal teams, and maintaining accurate payment and project milestone communications.

Qualifications

• 2-4 years of experience in customer service or after-sales
• Strong communication and problem-solving skills
• Familiarity with CRM systems (Salesforce or equivalent) and MS Office

Responsibilities

• Handle customer queries and complaints post-booking via phone, email, or walk-ins, ensuring timely resolutions
• Coordinate with Finance, Facilities and Legal to resolve issues
• Track escalations to closure and ensure no queries remain unresolved
• Coordinate with Facilities for snagging and de-snagging issues raised by customers
• Surface recurring feedback to improve service quality

Job description

Job Description:

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 GPLs 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 GPLs 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 GPLs communication SOPs.
• Follow up on delayed payments through calls and written communication; raise escalations whererequired.
• Ensure all payment-related data is accurately updated in SFDC in coordination with the Finance team.
• Work with internal teams to streamline collections and minimise payment delays.

Skills

• Working knowledge of CRM systems (Salesforce or equivalent) and MS Office.
• Comfort with digital tools for tracking, reporting, and customer communication.

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

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 it has been over a century. It’s 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.

Requirements:

We look forward to meeting you.