Job Description – Manager – Customer Experience

About Azuro

Azuro, a Square Yards subsidiary, is India’s largest Property Management platform, ensuring a smooth and hassle-free property management experience for the Landlords. We are proudly managing 5000+ properties with our presence in Mumbai, Navi Mumbai, Thane, Pune, Bangalore, Hyderabad, Gurgaon and Noida. Azuro PM services are designed to give complete peace of mind and with almost no effort in renting and managing a tenancy. As part of our service, we provide the following services:-

For Owners – We find suitable tenants for your property, we are the proven fastest renters. Not just finding the tenant, but also doing a rent agreement, getting the house ready for a smooth move-in.

For Tenants – We find the most suitable rental house as per your need with fully guided site visits, assisting in paperwork and seamless move-in into the house

We provide a complete array of tech-enabled Property Management Services (PMS) which includes:

●       Leave & License Agreement

●       Police Verification

●       Stringent Background Verification Check

●       Society NOC

●       Move-in Inspection

●       Home Interiors & furnishing

●       Maintenance/Service requests

●       Follow up on Rent Collections

●       Property Inspections

●       Utility Bills Name Change & Additional service

●       Rent payment, Escalations & Termination Notification

●       Termination and Move Out Inspections

●       Home Insurance

●       Electricity Bill Tracking and payment reminders

●       Coordination and Facilitation

●       Dedicated Property Manager

●       Payment through Credit Card with no additional charges

●       Single App for Tracking all of the above

Role in Brief

Team Management

●       Manage a team of 15+ highly motivated Customer Relationship Managers and Property Supervisors and create a collaborative work environment.

●       Drive team's performance, considering quantity and quality both in check, via periodic performance discussions.

●       Ensure period training for the team and everyone is up to date with necessary process information.

●       Manage, mentor, hire & train the team.

●       Good Team and Stakeholder Management skills.

●       A team player should be able to coordinate with internal and external stakeholders seamlessly.

Operations

●       Manage effectively the day to day operations vis-a-vis closure of Inspections, Service Requests, Move-Ins, Move-outs, Rent Collection etc. Get involved in the entire customer lifecycle from on-boarding through the duration of their Subscription period

●       Managing the P&L for the city constituting business operations, customer satisfaction, business partnerships, vendor management, relationships with external teams and entities.

●       Following existing SOPs and creating new ones, reviewing processes, implementing them on the ground and leading projects where necessary - in harmony with the Azuro operating principles and the priorities.

●       Strengthening the relationships with the existing clientele and developing the same with the new customers.

●       Manage Escalations and Grievance handling, ensure a high-resolution % and closures within TAT.

●       Keeping the organization and management informed of status, progress and plans etc.

Strategy and Growth

●       Coming up with and encouraging out of the box solutions for problems and be the ambassador for creative problem-solving.

●       Coordinating with the central functions like Technology, Product, Operations, Finance and Accounts, Marketing, HR etc. to tap their expertise and optimize the day-to-day execution machinery.

●       Identify customer experience problems - through data analysis, user feedback and experiments.

●       Get involved in the Special projects and ready to pull the sleeves to ensure the successful completion and fruition of the project for the desired results basis the hypothesis and assumptions.

Process Improvement and Excellence

●       Work with tech, to automate customer service processes, and provide direction and judgment in building products that solve customer issues.

●       Drive process Improvements, periodically publish product/process insights derived from team's inputs and liaise with internal teams and work on solutions.

Qualifications and Skills :

●       6 - 8 years of experience including as a business and operations head with a hint of sales. 2 - 4 years of experience in customer-facing roles (B2C) will be a strong plus. 4 - 5 years experience in team handling and a strong background in customer operations and service.

●       A go-getter with an execution-oriented mindset who can set up both, brownfield and greenfield operations, establish best practices and who is excited about making a big impact.

●       Be a self-starter who thrives in a rapidly growing organization. Agility and ability to adapt quickly to changing requirements and scope and priorities.

●       Good understanding of and passion for new-age technology concepts.

●       Excellent communication skills, both written and verbal, with the ability to lead conversations.

●       B-Tech from a good institute or MBA from Tier 2 College.

●       Entrepreneurial and data-driven decision-making approach.

●       Can work under pressure, short deadlines, and handle difficult conversations.

●       A strong Customer-centric approach.

●       A structured solution-oriented approach should understand problems clearly and quickly.