Mahindra GroupEmployer profile
Executive - Customer Experience
Location not specified · 3–6 yrs
Experience- 3–6 yrs
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 14 May 14
About this role
Job PurposeEnsuring customer delight through the services rendered. Building and maintaining profitable relationships with the customer Resolving customer complaints quickly and efficiently.
Performance Measure of Success
Individual Accountability
- Adherence to the TAT for completing the welcome calls.
- Registration completion within the due date
- SR closures within the TAT
- Regular follow-ups for Payment Collections and ensure payments are received within due date.
- AFS sharing with customers-in co-ordination with BO
- Ensuring the flat readiness to schedule the registration- In co ordination with FM
- Managing customer calls, email responses, and walk-ins Completing the welcome calls within the TAT
- Addressing queries related to Agreement Registration explaining procedures, etc.
- Follow up for stamp duty and registration payments with the customers, ensuring the registration is completed within the due date.
- coordination with the registration consultant for scheduling the registration and follow-up on the registered agreement.
- Ensuring the SDR received date and SDR challan dates are updated on SFDC
- Retention of customers under cancellation; assisting customers with stamp duty payment
- Outbound calls to customers for collection and relationship building
- Handing over a hard copy of the NOC/ROC, demand letter, and payment receipt to bankers and customers
- Accountable for customer-wise review and updating the comments regularly on SFDC.
External
- Customers and Bankers
- All the cross functional teams (Collections, FM, Sales, Projects, Finance, Marketing, IT)
Qualification
- Graduate in any stream
- 3-6 years’ experience in the CRM function
- Real Estate experience preferred