Designation

Customer Support Executive.

Reporting To

Assistant Marketing Manager

Job Type

Full time

Job Time

10:00 am to 07:00 pm

● Sangini Application Management:

o Prepare accounts of flat holders o Ensure folders of all required documents are prepared.

o Update the data in application as per the shared SOP.

o Ensure the smooth functioning of the application o Time to time random check all modules of the app thoroughly.

o Educate the users with application usage process.

o Every relevant update should be communicated with user with help of notifications or through WhatsApp.

o share weekly input to Sr. marketing executive.

o Make sure app is updated with changes of app store and play store

● Incoming Call Management (IVR):

o Make sure each call should answer with smile and happy mode.

o Attend the call as humble & good listener.

o Try to analyse customer reactions and his/her experience of IVR system.

o Transfer call to appropriate person (in Sales as per project, Purchase, or HR)

o Do not give any false answer & commitments.

o Goal should be to not miss any call.

o Call back the "missed call" number and apologise if the person had waited for long.

● Complaint Management & VoC:

o Answer each and every customer complaint call very politely o Prepare and maintain after sales excel sheet. (project name, flat number, complaint detail, VOC, customer name, complaint type, complaint passed on to, status, follow up, etc)

o Track each complaint daily o Proactively give updates to customer through app o Ask for review once complaint is solved in app o Give report related to complaint to concerned department (planning, execution, purchase, sales, etc)





● Whatsapp management:

o Make sure each enquiry/complaint should answer correctly and give a feel of happy mode.

o Attend the enquiry/complaint as humble & positive observer/reader.

o Proactively give updates to customer o Give report related to complaint to concerned department (planning, execution, purchase, sales, etc)

o Do not give any false answer & commitments.

o Make sure the application is working well reports are generating time to time.

● Event Coordination:

o Assist in organizing and coordinating marketing events such as property launches, open houses, trade shows, and conferences.

o This involves managing logistics, coordinating with vendors, and ensuring a seamless experience for attendees.

● Analytics and Reporting:

o Generate regular reports to evaluate the effectiveness of applications and support systems and provide recommendations for improvement.

o Analysis of the customer complaints and submit to sr. marketing executive.

● Team Communication:

o Work closely with cross-functional teams, including sales, design, and development, to ensure marketing initiatives are aligned with overall business goals.

Coordinate with Agencies

o Follow up with agency for app store approvals o Coordinate periodically with app developer o Make sure all issues related to app breakdowns, functioning, etc. is communicated immediately with the developer o Any new requirements to be communicated with developer (new project, competition, construction updates, etc).

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits

- Health insurance

Work Location: In person

📌 Customer Support Executive (Vesu)
🏢 SANGINI GROUP
📍 Vesu