Senior Executive - Customer Delight

Job Description: Customer Delight Executive

• Retention. Experience: 3 to 5 years. Industry Preferred: Plot development company / Real estate company. Department: Customer Delight & Retention. Reporting To: Customer Delight Head / Management. Role Summary. We are looking for a Customer Delight Executive with strong experience in customer handling, cancellation retention, and post-sales customer relationship management in the real estate or plot development industry. The role requires excellent communication, convincing ability, patience, ownership, and the ability to retain customers by understanding their concerns and resolving issues through proper coordination.Key Responsibilities Handle customers after booking and maintain regular relationship follow-up. Identify cancellation-risk customers early and take retention actions. Speak to customers who are dissatisfied, confused, inactive, or planning cancellation. Understand customer concerns related to project progress, site development, documentation, payment, registration, amenities, or handover. Convince and retain customers through clear explanation, confidence-building, and timely follow-up. Coordinate with sales, CRM, legal, accounts, engineering, and site teams to resolve customer concerns. Maintain cancellation-risk tracker with reason, customer status, follow-up date, action taken, and outcome. Arrange customer meetings, site visits, and senior-level discussions wherever required to retain customers. Share regular project updates and confidence-building communication with customers. Handle customer complaints politely and ensure timely closure. Collect customer feedback, testimonials, Google reviews, and referral interest from satisfied customers. Support customer delight activities such as customer events, milestone greetings, handover coordination, and post-resolution satisfaction calls. Prepare daily and weekly reports on risk customers, retained customers, complaints, referrals, and customer feedback.

Requirements

Preferred Candidate Profile 3 to 5 years of experience in customer delight, CRM, retention, customer support, or customer relations. Prior experience in plot development, real estate, gated community, villa plots, apartments, or property sales support. Female candidates with strong customer handling experience may be preferred, if suitable for the company requirement.

Candidate should be confident, presentable, persuasive, and able to build trust with customers.