Senior Manager

Senior Manager-CRM (Customer Relationship Management) for a reputed MNC located in raipur.

Qualification- MBA/PGDM

Experience: 5 years+

Salary: 22,000 to 25,000

Location: Raipur

Call: Aarti 9111092638

Roles and Responsibility

Responsible for creation and implementation of CRM process and structure.

Ensuring delightful customer experience from the prospect to the handover stage for the customer.

Responsible for recruiting, inducting, training, managing, motivating, leading and developing the CRM team to the company standards.

Ensuring timely query resolution within TAT and handling escalations and resolving them and controlling the matrix.

Providing overview of various MIS and feedback for management review. Ensuring adherence to processes, policies & procedure within the TAT.

Coordinating with various banks in order to facilitate the bank tie up for disbursement of loans to customers.

Stream line processes between back office, RMs & Accounts. Measure team performance through collections/CSSM scores.

Meet all customers briefly on their visits to office/site. For exceptional customer cases, strictly follow Internal Memo process(IOM), personal involvement.

Assure customer files/data safely stored and no loss/misplacement ofany important document.

Assist team in meeting deadlines (agreements/registrations/payments) Arrange for training of team member on technical skills (CRM, SAP, MS Office) Assure all KYC (Pan card/passport/OCI) documents collected for all customers.

Assure allotment/agreement process followed strictly.

Assure team hands over important legal documents only to customers ortheir authorized personnel (letter required)

Assure the maintenance & timely updation of Master sheet (password locked excel) Assure the maintenance & timely updation of allotment/agreement dates.

Maintain the slab construction dates of all towers.