Assistant General Manager-Customer Care

• Lead end-to-end customer care and complaint management across the project lifecycle, including post-booking, construction, possession, and post-handover phases.
• Establish a structured, transparent, and responsive complaint resolution framework aligned with internal policies and statutory requirements.
• Track, analyze, and drive closure of customer complaints within defined TATs, ensuring consistency and fairness in resolutions.

• Design, implement, and periodically review customer care SOPs, escalation matrices, and service-level benchmarks.
• Ensure strict adherence to RERA, consumer protection laws, and internal governance standards.
• Drive system-based complaint tracking (CRM) with clear audit trails, documentation, and reporting.

• Act as the central interface between customers and internal teams including Projects, CRM, Legal, Sales, Billing, Finance, and Facility Management.
• Work closely with Project and MEP teams to resolve technical and snag-related issues impacting customer satisfaction.
• Coordinate with Legal teams on sensitive complaints, notices, and litigation-prone cases.

• Proactively identify recurring complaint themes and systemic risks; recommend corrective and preventive actions.
• Handle high-impact, escalated, and sensitive customer matters, including senior management and regulatory escalations.
• Support leadership with response strategies for legal notices, RERA complaints, and consumer forum matters.

• Prepare periodic MIS, dashboards, and leadership reports on complaint trends, resolution efficiency, root causes, and customer feedback.
• Leverage customer insights to influence design improvements, execution quality, policies, and handover processes.
• Drive continuous improvement initiatives to enhance customer satisfaction and reduce complaint inflow.

• Lead and mentor customer care and complaint management teams across projects.
• Set performance standards, KPIs, and service excellence benchmarks for the function.
• Foster a customer-centric culture with high ownership, accountability, and empathy.

• Strong expertise in customer care operations, complaint management, and regulatory compliance in real estate.
• Sound understanding of RERA, consumer laws, and real estate sales and handover processes.
• Strong stakeholder management, conflict resolution, and decision-making skills.
• High analytical ability with a structured, process-driven approach.
• Excellent communication, documentation, and escalation-handling skills.

Required Skills