Job Description

Needs to be Ok with US Shift. The split details are as below:

Day Shift: 12pm to 6 pm (Office)

Night Shift: 12am to 3am. (Work from home)

Role Objective:  Manage the front end of Lodhas relationship with its distinguished set of clients for the respective segment/ project allocated. Ensure the highest standards of service delivery and query resolution within specified TATs. Build and maintain relationships with the entire customer base assigned by ensuring constant engagement with customers during the life cycle.

Key Responsibilities

Collection & Service Delivery:

• Offer the best possible customer delight at all times by way of exhibiting best qualities like being available, listening, acknowledgement, empathy, helpfulness and most importantly resolving customer queries.
• Accountable for meeting the collection targets. Help customers with their payment requirements. Co-ordinate internally for loan, registration or related process and documents.
• Ensure consistency across touch-points - At the Sales Office / premises, At Customer’s Home/ Office, on the phone / via email / SMS / any documentation
• Tracking Customer Satisfaction and maintaining the high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements

Transactional Process:

• Handle customer queries, concerns, suggestions, feedback, etc. and manage their expectations
• Update all necessary systems, trackers and customer history details for seamless management at all times
• Adhere to processes that provide accurate documentation to customers for their transactions
• Co-ordination and Liaising with internal stakeholders to ensure resolution of queries & systemic issues
• Maintaining low complaint escalations

Generating Referrals (Loyalty):

• Use the high standards of service delivery to get referrals from booked clients
• Engage with the referral clients by providing information on projects, available inventory, thereby getting site visit done leading to successful transactions

More Info

Education