Roles & Responsibilities
The incumbent will be responsible for end-to-end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)
Financial
Devise & distribute the collections targets basis the AOP projections
Strategize the collection projections for the month
Operational
Monitor and supervise the daily activities of each team member to ensure adherence to internally defined SOPs and timelines
Responsible for meeting the collection targets
Monitor the daily grievances and escalations received from customers
Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries
Support team on difficult or new issues requiring expertise
Mitigate escalated customer issues
Coordinate with other functions to resolve customer issues
Coordinate with var...