AM/DM-Customer Relationship Management (CRM)
Job Description:
Job Summary:
We are seeking a dynamic and experienced Assistant Manager/Deputy Manager - CRM to join our real estate team. The ideal candidate will have a strong background in CRM, billing, customer escalations, and maintaining high customer satisfaction (CSAT) scores. This role requires excellent communication skills, attention to detail, and a customer-centric approach.
Key Responsibilities:
Customer Relationship Management (CRM):
Manage and maintain the CRM system, ensuring all customer interactions are recorded accurately.
Develop and implement strategies to improve customer engagement and retention.
Analyze customer data to identify trends and opportunities for improving customer experience.
Billing and Payments:
Oversee the billing process, ensuring timely and accurate invoicing.
Resolve billing issues and discrepancies in coordination with the finance team.
Ensure all payments are tracked and recorded correctly.
Customer Escalations:
Handle customer escalations and complaints in a professional and timely manner.
Coordinate with relevant departments to resolve issues and provide effective solutions.
Maintain a log of all escalations and track resolution timelines.
CSAT Score Management:
Monitor and analyze Customer Satisfaction (CSAT) scores regularly.
Implement initiatives to improve CSAT scores and overall customer satisfaction.
Gather customer feedback and work with the team to address concerns and improve service delivery.
Qualifications:
Bachelor’s degree in Business Administration, Marketing, or a related field.
4-6 years of experience in CRM, billing, customer escalations, and customer satisfaction within the real estate sector.
Proficient in CRM software and tools.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong organizational and multitasking abilities.
Preferred Skills:
Knowledge of real estate market trends and regulations.
Experience with data analysis and reporting tools.
Key Skills :
Company Profile
--- Group, is a diversified business conglomerate enjoying a market valuation of about Rs. 50,000 crore, generating employment for over 25,000 employees spread across 11 key businesses with global reach extending to 60 countries including India, GCC, UK, Sri Lanka, Bangladesh, Nepal, African and the CIS countries. Charting a dynamic growth path over the years, --- has successfully established itself as a global brand with Indian values.
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