Customer Support Executive.

Job Description:

Role Summary

We are looking for a Customer Experience & Application Support Executive to manage customer communication, application operations, complaint resolution, WhatsApp/IVR support, and event coordination. The role involves ensuring smooth application functioning, tracking and resolving customer concerns, coordinating with internal teams and developers, and preparing regular reports to improve customer experience and support operations.

● 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).