JOB DESCRIPTION
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 & good 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:
Work Location: In person
