Customer Delight Manager (Post-Sales)

About Cinco India

CINCO is a distinguished real estate brand based in Coimbatore, Tamil Nadu's second-largest city, focusing on affordable luxury homes. The company specializes in contemporary apartments tailored for families, professionals, entrepreneurs, and investors, striving to enhance daily living and foster community bonds. Their upcoming projects, including Aaranya in Saravanampatti and Crescendo in Thudiyalur, represent growth in key city corridors. CINCO prioritizes clarity, quality, and intent in every home and neighborhood, endeavoring to provide enduring value to homebuyers and investors.

Role Overview

The Customer Delight Manager will oversee the entire post-sales experience for homeowners. As the primary liaison after project handover, the role entails managing all post-construction requests, amendments, and concerns efficiently while ensuring exceptional customer service and satisfaction.

Key Responsibilities

• Act as the sole point of contact for customers following project completion and handover.
• Address all post-sales queries, requests, and issues promptly and professionally.
• Coordinate various customer requests, including tile replacement or modification, adjustments to taps, sanitary fittings, paint touch-ups, electrical and plumbing changes, hardware issues with doors or windows, minor civil alterations, and warranty-related service requests.
• Liaise with internal teams such as project managers, site engineers, vendors, and service personnel to facilitate timely resolutions.
• Monitor and document every customer complaint and service request until fully resolved.
• Maintain comprehensive records of interactions, approvals, and completion reports.
• Educate customers on warranty terms, maintenance practices, and paid modification options.
• Follow up regularly with homeowners post-service to confirm satisfaction.
• Escalate unresolved matters to senior management when necessary.
• Gather customer feedback, testimonials, and referrals after successful service delivery.
• Track customer satisfaction metrics and propose enhancements to processes.
• Prepare routine reports on post-sales service activities.
• Build enduring customer relationships to bolster brand loyalty and encourage repeat business and referrals.

Required Qualifications

• Bachelor's degree in Business Administration, Customer Relationship Management, Civil Engineering, or related disciplines.
• Three to six years’ experience in customer service, post-sales support, or managing customer relationships.
• Preferably experienced in the construction, real estate, interior design, or home improvement sectors.
• Proficient communication skills in English and the local language.
• Strong interpersonal, negotiation, and conflict management abilities.
• Excellent coordination and multitasking competence.
• Familiarity with MS Office and customer relationship management software.
• Capability to operate effectively under pressure while maintaining high standards of customer satisfaction.

Preferred Skills

• A customer-focused mindset with persuasive communication skills.
• Effective follow-up and coordination expertise.
• Basic understanding of construction terminology and home finishing processes.
• Strong organizational and documentation skills.
• Positive attitude paired with adept problem-solving capabilities.
• Ability to manage challenging customer interactions professionally and calmly.