PRASHANT TOMER

Works in coordination with the HOST and concierge manager

Leads the Customer Relationship Operations at the site, set/update processes, align team and act as key points-man in all customer related issues

Promotes high level of satisfaction among customers by promptly responding to service requirements.
Interact with residents regularly on pro- active basis and take corrective action where required in our team’s handling of their issues and feedback mechanism.
Lead helpdesk operations, lay processes, ensure implementation, care of activities related to helpdesk operations. Handle escalations if any.
Train helpdesk team on process of Helpdesk operations, basic techniques on complaint handing mechanism.
Co-ordinate with Estate team and follow up on escalated complaints which the helpdesk / task level staffs have not been able to close in specified.
Follow up residents’ complaints, query till it closed.

Conduct at least one training in one month for the team including task level staff on CRM and on basic courtesies and etiquette, while engaging with residents.
Plan and conduct ‘Open House’ at least once in quarter in consultation with Head of Residential sites and head of CRM
Meet in-person with residents who have escalated their concerns to senior management, as and when required.
Maintain and circulate events calendar to all residents and execute the same.
Maintain and prepare the various reports related to resident and management on regular basis.
Explore opportunities for revenue generation thorough club and other activities such as events, displays, branding etc.

Co-ordinate with event planners and other vendors to set up kiosks/counters.
Conduct quarterly customer satisfaction surveys and share the results

Plan events in time for major festivals/national functions for the sites in close coordination with Estate Manager.
Establish, maintain and improve relations with residents and undertake regular client relationship activities through proper communication and planning.
Undertake new initiative especially in CRM process improvement; enhance visibility and good will of CBRE with residents and client in coordination with the CRM team of DLF and CBRE HOST team
Meet in-person with residents who have escalated their concerns

• Interacted with Guests professionally by phone, email or in-person to provide information and directed to desired staff members.