Executive - Customer Centricity

Job Requirements

About Godrej Industries Group (GIG)

At the Godrej Industries Group, we are privileged to serve over 1.1 billion consumers globally through our businesses with market leadership positions in the consumer products, real estate, agriculture, financial services and chemicals industries.

https://www.godrejindustries.com/

About Godrej Properties Limited (GPL)

Godrej Properties brings the Godrej Group philosophy of innovation, sustainability, and excellence to the real estate industry. Each Godrej Properties development combines the over 125-year legacy of excellence and trust with a commitment to cutting-edge design, technology, and sustainability.

www.godrejproperties.com

Role Overview

The incumbent will be based at a GPL site office and will be responsible for managing the end-to-end customer experience post-booking. This is a customer-facing role at the heart of GPL's after-sales function — ensuring homebuyers feel supported, informed, and valued throughout their journey with us.

What You Will Do

Customer Query & Complaint Redressal

Handle customer queries and complaints received via phone, email, or walk-ins — ensuring timely, accurate, and high-quality resolutions in line with GPL's SOPs.

Coordinate with internal teams — Finance, Facilities, and Legal — to resolve customer issues efficiently.

Track all escalations and complaints to closure; ensure no query goes unresolved.

Liaise with the Facilities team on snagging and de-snagging issues raised by customers.

Surface recurring feedback to improve the quality of service delivered to customers.

Customer Collections

Keep customers proactively informed on project milestones and upcoming payment obligations.

Send pre-intimations and payment reminders for every milestone as per GPL's communication SOPs.

Follow up on delayed payments through calls and written communication; raise escalations where required.