Customer Experience Manager
- Krivi's Cafe
- 2 to 6 Yrs
- 2 months ago
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Job Description
- Position Overview: The Customer Experience Manager will be the single point of contact for clients from the moment they book a property until they receive possession, managing all interactions, concerns, and service requests. This role requires an individual with exceptional communication and interpersonal skills, a strong attention to detail, and a high level of professionalism. The manager will be responsible for ensuring that clients are fully supported throughout their entire journey, handling their queries, addressing concerns, and providing personalized assistance to create a world-class experience. Key Responsibilities: Client Journey Management: Serve as the primary point of contact for clients from booking to possession, managing all interactions and ensuring a seamless experience. Keep clients informed and up-to-date on the status of their property, such as milestones, documents, and timelines. Proactively address or foresee any potential issues or client concerns that will come up while processing, implementing proactive solutions in order to maximize satisfaction. Client Experience Excellence: Act as the clients advocate within the company, ensuring that their needs are met in a timely, efficient, and professional manner. Assist clients with any post-possession requirements or follow-up, fostering long-term relationships and customer loyalty. Ensure all client requests and queries are handled professionally, efficiently, and with high levels of empathy and discretion. Communication and Reporting: Maintain clear and regular communication with clients through emails, phone calls, and in-person meetings, ensuring that all correspondence reflects the companys values of excellence. Provide timely updates to clients on the status of their property and address any changes in timelines or process. Respond to client emails with professionalism, adhering to email etiquette standards and ensuring that all communications are clear, concise, and informative. Generate and maintain accurate client service records, ensuring all client communications and interactions are properly documented. Problem Resolution: Address and resolve any client issues, complaints, or concerns related to the property or the buying process. Collaborate with internal teams (sales, legal, operations) to ensure that all client issues are resolved swiftly and professionally. Take ownership of escalated issues, ensuring they are handled with a solution-oriented approach. Sales and Marketing Support: Work in tandem with Sales and Marketing teams to ensure the clients needs are considered during promotional activities, events, or special offers. Participate in the preparation of personalized client communication, including emails, presentations, and special offers. Facilitate client events, and personalized services to enhance the customers experience with the brand. Customer Feedback and Retention: Collect and analyse client feedback to ensure continuous improvement in customer service and overall satisfaction. Develop and implement strategies to increase client retention and loyalty, ensuring a high level of satisfaction even after the property has been handed over. Monitor client feedback and reviews, addressing any concerns or suggestions for improvement. Administrative and Reporting Responsibilities: Track client interactions and service levels, ensuring that service delivery standards are consistently met. Maintain organized client files, correspondence, and service records, ensuring smooth transitions throughout the journey. Provide regular reports to management regarding client satisfaction, common concerns, and service delivery metrics. Proficiency in CRM Software and Reporting Tools: Create structured daily reports that include a summary of client interactions, sales leads, follow-up tasks, issues raised, and any escalations. Ensure that daily reports are updated and submitted within specified deadlines, typically at the close of business or the beginning of the next working day High-level skills in using Excel or Google Sheets for data manipulation, creating pivot tables, VLOOKUP, SUMIF, and other advanced formulas are necessary to compile data into meaningful reports. Ensure that client-related data is consolidated daily into the MIS systems for both internal and external review. This includes sales performance, team activities, and customer feedback. Required Skills and Qualifications: Minimum of 2-3 years of client management or customer service experience, preferably in the luxury real estate or high-end hospitality industry. Exceptional communication skills, both written and verbal, with a strong command of email etiquette and professional correspondence. Presentable with a polished appearance, representing the companys luxury brand at all times. Strong interpersonal and relationship-building skills, able to engage with high-net-worth individuals in a professional and courteous manner. Detail-oriented, with the ability to manage multiple clients and tasks simultaneously. Problem-solving and conflict resolution skills, with a calm and solution-oriented approach. Excellent organizational and time-management skills. Ability to work effectively under pressure while maintaining a high level of client satisfaction. Proficient in Microsoft Office Suite and CRM software (e.g., Salesforce).,
Employement Category:
Employement Type: Full timeIndustry: OthersRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Customer Experience ManagerContact Details:
Company: A2Z Online ServicesLocation(s): Maharashtra,+ View Contact
Keyskills: Interpersonal skills Client management Customer service Email etiquette Conflict resolution
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