- –10 years of experience in Customer Experience, CRM, Operations, or Client Escalation within the real estate industry.
- Experience with residential real estate developers is preferred.
Robust understanding of the booking-to-possession customer journey and RERA regulations.
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Personal Attributes:
- Excellent customer handling, conflict resolution, and communication skills.
- Strong stakeholder management and problem-solving abilities.
- Proficiency in MS Excel, PowerPoint, MIS reporting, and CRM systems (Salesforce/Dynamics 365 preferred).
Customer-focused with the ability to manage high-priority escalations professionally.
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Responsibilities:
- Manage and resolve customer escalations across multiple channels while ensuring timely closure.
- Act as the single point of contact for critical and high-priority customer issues.
- Coordinate with Sales, CRM, Legal, Finance, Projects, Registration, and other internal teams for effective resolution.
- Analyze escalation trends, prepare MIS reports, and recommend corrective actions.
- Ensure compliance with company policies, RERA guidelines, and service quality standards.
- Drive continuous process improvements to enhance customer experience and reduce repeat escalations.