Customer Relationship Management Specialist

Customer Complaints Redressal  Analyze customer needs and feedback and ensure continuous refinements in the services offered  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  Coordinate with other functions to resolve customer issues  Liaise with Facilities team to highlight any customer issues during snagging and desnagging  Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries  Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs Customer Collections  Ensure to keep the customer well informed and updated on project status  Coordinate with customers for every upcoming milestone payments by sending the pre-intimations as per the internally defined SOPs  Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments  Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team  Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines