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Job Description
Job Description:
Customer Engagement
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Manage lifecycle relationships with 250 customers across allocated segments/projects.
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Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.
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Drive customer delight through responsiveness personalisation and high-touch service.
Revenue Ownership
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Own a collections book of 120 Cr per year - driving timely and consistent follow-ups.
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Enable 30 Cr in new business annually through referrals upgrades and cross-sell conversations.
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Improve engagement and mindshare to unlock loyalty and renewal potential.
Service Excellence
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Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
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Standardize and elevate customer interactions across all touchpoints - calls visits emails messages.
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Collaborate with internal teams to resolve issues track complaints and escalate systemic blockers.
Process Systems & Reporting
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Keep all CRM systems and trackers updated with accurate real-time data.
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Maintain documentation hygiene across customer files transaction records and communication logs.
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Track customer satisfaction and share actionable insights for process enhancement.
Culture & Contribution
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Represent HoABLs values through respectful professional and customer-first behavior.
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Be flexible adaptive and solution-driven - especially in high-stakes or emotionally charged scenarios.
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Bring market intelligence and service innovation ideas from outside-in.
Employment Type
Full-time
