Key Responsibilities

-Manage customer conversations across the entire journey—from design handover to project completion and handover—ensuring seamless experiences that maintain high CSAT and NPS scores.

-Act as the primary point of contact for customers, proactively addressing queries, resolving issues, and gathering feedback to uphold satisfaction metrics.

-Manage escalations and tickets from both customers (external) and internal teams, prioritizing and resolving them efficiently.

-Coordinate with internal stakeholders including Sales, Design, Project Management, and Operations teams to align on timelines, updates, and resolutions.

-Collect outstanding payments timely, based on project milestones and completion stages, while maintaining positive customer relationships.

-Monitor and manage customer sentiment throughout the experience, using proactive outreach to turn potential negatives into positives.

-Meet custom...