Assistant Manager- Customer Experience

Date: Oct 13, 2024

Location: PUNE - HO

Company: Gera Developments Pvt. Ltd

ROLES & RESPONSIBILITIES
RELATIONSHIP MANAGEMENT:-

Build and maintain strong, long-lasting customer relationships and proactively manage client expectations
Develop a deep understanding of customers' concerns and challenges to provide tailored solutions
Identify VIPs and special care customers and manage the relationship effectively. Flag off these customers to operations teams for appropriate handling
Attend committee meetings along with operational team to mediate issues effectively
Attend community events to build relationships and improve engagement with the customers

CUSTOMER SUPPORT AND ISSUE RESOLUTION :-

Address and resolve client concerns, issues, and inquiries in a timely and professional manner
Collaborate with internal teams to ensure client issues are addressed and resolved effectively
Monitor and track client interactions and feedback to identify recurring issues and areas for improvement

CUSTOMER SATISFACTION AND GROWTH:-

Conduct regular check-ins and reviews with customers to ensure satisfaction and identify potential areas for growth
Conduct frequent site audits to ensure hygiene and experience standards are maintained
Develop and implement strategies to enhance customer satisfaction and loyalty
Identify opportunities for upselling or cross-selling additional products or services

REPORTS AND ANALYSIS:-

Track and analyze customer satisfaction metrics, including Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), and other relevant KPIs and devise suitable action plans
Prepare and present regular reports on client health, engagement, and feedback to internal stakeholders
Use data-driven insights to drive improvements in customer experience and service delivery

PROCESS IMPROVEMENT:-

Continuously evaluate and improve client service processes and procedures
Develop and implement best practices for customer experience management
Stay informed about industry trends and best practices to enhance customer engagement and satisfaction

OTHERS

Track, coordinate and manage project possession readiness tasks as per set timelines
Ideate, plan and execute project possession events along with key stakeholders
Act as the primary point of contact for all project possession related complains and issues, and coordinate with internal stakeholders for effective time-bound resolution
Incumbent should be able to make use of new learning opportunities created by the HOD and take on additional tasks.

TECHNICAL & FUNCTIONAL SKILLS

Any graduate or Post Graduate
Should have excellent verbal and written communication skills
Should have strong interpersonal skills and be adept at building strong customer relationships
Excellent problem-solving and conflict resolution abilities
High level of organization and attention to detail
Ability to analyze data and generate actionable insights
Should have relevant experience in event management, preferably from a hospitality background

COMPETENCIES REQUIRED