Job Title: Customer Delight Manager (Post-Sales)

Job Summary

We are looking for a proactive and customer-focused Customer Delight Manager to manage the complete post-sales customer experience. The ideal candidate will act as the primary point of contact for homeowners after project handover, ensuring that all post-construction requests, concerns, and modifications are handled efficiently and professionally.

The role requires excellent communication, coordination, problem-solving, and relationship management skills to deliver an exceptional customer experience and strengthen long-term customer satisfaction.

Key Responsibilities

- Serve as the single point of contact for customers after project completion and handover.
- Handle all post-sales customer queries, requests, and concerns in a timely and professional manner.
- Coordinate requests such as:
- Tile replacement or modification
- Tap, sanitary fittings, or fixture changes
- Paint touch-ups
- Electrical and plumbing adjustments
- Door, window, or hardware issues
- Minor civil work modifications
- Warranty-related service requests
- Coordinate with internal departments, project managers, site engineers, vendors, and service teams to ensure timely resolution.
- Track every customer complaint and service request until successful closure.
- Maintain detailed records of customer interactions, service requests, approvals, and completion reports.
- Educate customers on warranty coverage, maintenance guidelines, and available paid modification services.
- Conduct regular follow-ups with homeowners to ensure complete satisfaction after service completion.
- Escalate unresolved issues to the management team when required.
- Collect customer feedback, testimonials,



and referrals after successful service delivery.
- Monitor customer satisfaction metrics and recommend process improvements.
- Prepare daily, weekly, and monthly post-sales service reports.
- Build long-term relationships with customers to enhance brand loyalty and generate repeat business and referrals.

Required Qualifications

- Bachelor's degree in Business Administration, Customer Relationship Management, Civil Engineering, or a related field.
- 3–8 years of experience in customer service, post-sales support, or customer relationship management.
- Experience in the construction, real estate, interior design, or home improvement industry is preferred.
- Strong communication skills in English and the local language.
- Excellent interpersonal, negotiation, and conflict-resolution skills.
- Strong coordination and multitasking abilities.
- Proficiency in MS Office and CRM software.
- Ability to work under pressure while maintaining high customer satisfaction.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) Score
- Service Request Closure Time
- First Response Time
- Complaint Resolution Rate
- Customer Retention and Referral Rate
- Number of Pending Cases
- Customer Feedback Ratings
- Warranty Service Compliance

Preferred Skills

- Strong customer-centric mind-set.
- Strong convincing skill required.
- Excellent follow-up and coordination skills.
- Ability to understand basic construction terminology and home finishing works.
- Good organizational and documentation skills.
- Positive attitude with strong problem-solving abilities.
- Ability to handle difficult customer situations professionally and calmly.

Pay: ₹30,000.00 - ₹50,000.00 per month

Perks:

- Leave encashment
- Provident Fund

Work Location: In person

📌 CUSTOMER DELIGHT MANAGER (India)
🏢 CINCO Realtors
📍 India