Relationship Manager

Job Description

Service Delivery:

Offer the best possible customer delight at all times by way of exhibiting the best qualities like listening, acknowledgment, empathy, helpfulness, and most importantly customer centricity
Ensure consistency across touch-points – At the Sales Office/premises, At customer’s Home/ Office, on the phone / via email / SMS / any documentation
Tracking Customer Satisfaction and maintaining high service quality standards – Consistency in experience backed up by constant monitoring and necessary enhancements
Transactional Process:

Handle customer queries, concerns, suggestions, feedback, etc., and manage their expectations
Update all the required systems, trackers, SAP modules, and customer history details for seamless management at all times
Control of collectibles from customers and ensuring achievement of collection targets
Enabling processes that provide accurate documentation to customers for their transactions
Co-ordination and Liaising with internal stakeholders to ensure the resolution of queries & systemic issues
Maintaining low complaint escalation and customer cancellation percentages
Maintaining a high (90%-100%) level of revenue assurance from assigned projects