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 customers in-studio/store for consultations and occasio...