Lodha Ventures Group - Manager - Customer Relationship & Grievance Redressal (4-6 yrs)

Lodha Ventures group - Manager Customer Relationship & Grievance Redressal

About Lodha Ventures:

Lodha Ventures, an Abhinandan Lodha Enterprise, is a formidable collective of some of the best-of-breed, high-growth new-age businesses. We back highly ambitious ideas and turn them into category-disrupting businesses built to stand the test of time.

We are a launchpad for nascent businesses that have the potential to become a part of our eclectic mix of businesses. We deploy unlevered and patient proprietary capital with a focus on value creation, unconstrained by the pressures of redemption.

Our decentralized portfolio operates with independent CEOs and empowered leadership teams, fostering a performance-driven culture that sparks value creation. This ecosystem cultivates consumer-centric brands at the forefront of innovation, always pursuing excellence. Anchored in sound business practices, our businesses are poised for greatness, shaping industries as they grow.

About The House of Abhinandan Lodha:

We are the House of Abhinandan Lodha. We are a consumer tech brand that disrupts by leveraging technology to make land more accessible, flexible, and secure. We're breaking old traditions and bringing land ownership into the 21st century, making an age-old asset young again, for now and for generations to come. We are on a mission to create intergenerational wealth for our consumers. We are not just reinventing land buying. We are taking every transaction, every experience, every ownership with it into the new. New Generation Land is how we bridge the gap and bring people closer to their dreams.

Our Corporate Philosophy: We believe in a consumer's right to reimagine land buying as a positive and simple process. We believe in befriending the planet by giving back what we take it from it. Starting from our blueprint level.

We believe in complete transparency in every process. Be it a homeowner, an investor or even a real estate professional.

For HoABL, it is not just a piece of land, we believe in the Peace of Land. All our curated developments will be self-sustaining ecosystems built and maintained using sustainable forms of development. Transparency and fairness are the core of all our dealings with local people and resources.

HoABL is aware of its ecological, economic, and social responsibility. We ensure the responsible use of natural resources and act in a socially responsible way. We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible and offering lifestyle enhancing amenities that will be a game-changer in the industry.

Our Vision: To make land amazing again, by democratising its ownership. We do this by making it a younger, nimbler and a more viable asset for Indians everywhere.

Our Mission: We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible. By covering amenities that will reimagine an industry

About the Role:

In this role, you will be responsible for providing excellent support and assistance to our channel partners, including real estate agents, brokers, and other affiliated professionals. Your main objective will be to ensure a seamless experience for our channel partners, addressing their inquiries, resolving issues, and providing them with the necessary tools and resources to thrive in their partnership with our company.

Key Deliverables:

- Serve as the primary point of contact for channel partners, responding promptly and professionally to their inquiries via various channels (phone, email, chat, etc.).

- Provide technical support and troubleshooting assistance for any issues or concerns raised by channel partners regarding our systems, software applications, tools, and resources.

- Collaborate with internal teams, such as Finance, Sales, Operations, to escalate and resolve complex technical issues that require additional expertise or resources.

- Assist channel partners with onboarding processes, including account setup, access to online platforms, and training on company tools and resources.

- Monitor and track the progress of partner inquiries and requests, ensuring timely follow-up and resolution while maintaining accurate records in the helpdesk system.

- Proactively communicate updates, product releases, and important information to channel partners, keeping them informed about relevant changes within the company.

- Identify opportunities for process improvements and enhancements to streamline channel partner support and overall experience.

- Collaborate with the Channel Partner Management team to gather feedback from partners, identify common pain points, and suggest improvements to enhance partner satisfaction and engagement.

- Provide periodic reports and analysis on channel partner support metrics, including response time, resolution rate, and overall customer satisfaction.

- Stay up-to-date with the latest industry trends, market changes, and company updates to effectively support and guide channel partners.

Competencies 'Must have':

- Bachelor's degree in Business Administration, Real Estate, or a related field.

- Advanced proficiency in MS Excel, including data analysis, formulas, pivot tables, and macros.

- Proven experience in a customer service or helpdesk role, preferably within the real estate industry or a similar sales-oriented environment.

Competencies "Wants":

- Ability to manage multiple tasks simultaneously and prioritize effectively.

- High level of professionalism, patience, and empathy when dealing with channel partners.

- Strong attention to detail and commitment to providing exceptional service.

- Ability to work collaboratively within a team and independently with minimal supervision.

Critical personality attributes:

- Strong focus on customer satisfaction and delivering exceptional service to channel partners.

- Demonstrating empathy and understanding towards channel partners.

- Handle partner interactions with professionalism and composure.

- Excellent communication skills, both written and verbal.

- A team player, willing to work cooperatively with colleagues.

- Positive attitude, practice discretion with confidential information, and adhere to company policies and procedures.