Role: Customer Service Executive

Department: Owner Monetization

Who we are…?
Elara Tech is India’s first full stack real estate services company at scale. We are the largest
demand aggregator in digital real estate with every 3 rd home seeker searching or transacting
on our platforms - Housing and Makaan. We are also one of the biggest residential real estate
transactions company for new home sales and rentals, having completed transactions worth
over $ 2 billion.

We are the only player in India offering the full range of services in the real estate space, such
as personalized search, virtual viewing, site visits, legal and financial diligence, negotiations,
property registration, home loans and post- sales service. It’s our strong belief that the way
forward in the digital real estate space in India is through a full-stacked approach powered by
a strong demand aggregation engine coupled with a best-in-class on-ground fulfillment
capabilities. A full stack approach allows us to control the consumer journey end-to-end, which
results in a step function improvement in consumer experience. Our customer centricity is
reflected in our Net Promoter Score given by our customers which is among the best in the
Industry.

Our objective is to bring the best-in-class services to consumers and create a unified
technology-driven platform that can serve all needs of consumers, developers and brokers,
with respect to buying, selling and renting of homes. We leverage the power of technology and
data to make the home buying experience rewarding and easy-to-use and functions on the
fundamentals of trust, transparency and expertise. As a digital marketplace with an exhaustive
range of property listings, we know it is easy to get lost. We guide home buyers right from the
start of their home search to the very end.

We are led by seasoned professionals from the top B-schools like Harvard Business School,
Stanford, ISB, IIM-B, IMT, IIT, ICAI and prominent companies where they have made
significant contributions in their respective domains. Our team is young, talented, creative,
supercharged and is spread across India through a network of offices in 9 cities in India.
Elara Technologies Pte. Ltd., which owns Housing, PropTiger & Makaan is backed by some of
the leading blue chip investors including NewsCorp, REA, SoftBank, SAIF and Accel NewsCorp
is a New-York based global media and information services company and has a substantial
presence in digital real estate through its investments in REA and Realter.com. REA is the
leading digital real estate company in Australia with a market cap of 7 billion US dollars and
has a controlling stake in iProperty, which is a leading platform with significant presence in
South East Asia. Realtor.com is the second largest digital real estate company in the US.
SoftBank Group Corp. is one the leading VC in late stage technology start-ups with investments
in brands like Uber, Ola, Flipkart, Oyo etc. Prominent investments of SAIF partners are Justdial,
MakeMyTrip and HomeShop18 and Accel Partners owns a stake in Facebook, Flipkart and
Myntra.

Our Vision
Delivering trustworthy experiences that you cherish for a lifetime.

Our Mission
To be the first choice for our consumers and partners in their journey of discovering, renting,
buying, selling, and financing a home. We do that we data, design, technology and above all
the passion of our people, while delivering value to our shareholders.

Our Culture
Culture forms the core of our foundation and our effort towards creating an engaging workplace
has resulted in Elara Technologies (Housing, PropTiger & Makaan) being ranked 34th among the
coveted list of India’s best 100 companies to work for in 2019 by Great Place to Work Institute,
in partnership with The Economic Times. Elara Technologies (PropTiger & Makaan) were also
ranked 95th in 2017.

What does this role hold for you…??

• Execute daily customer service-related operational tasks to ensure delivery meets
customer expectations and is consistent with set process performance indicators,
applicable service level agreements and the customer service function's core values
• Leverage deep understanding of key processes/systems and act as an escalation point of
contact for any verbal or written form of enquiries
 • Interact with customers in a professional, friendly and efficient manner and escalate
concerns about meeting service levels or deadlines
• Proactively resolve customer issues
• Complaint resolution, identification and management of complaint root causes
• Build and maintain strong relationships with both customers and internal business
partners through the provision of timely, accurate and high-quality service
• Highlight process gaps and inefficiencies; proactively seek solutions to increase
productivity and/or level of service provided. Make recommendations on existing
knowledge base documents and identify knowledge gaps
• Ensure standard processes are embedded & adhered consistently throughout the team
• Act as the first point of escalation for the team and for the relevant business stakeholders
in case of operational issues
• Meet customer satisfaction targets and ticket/call handling quotas
• Supporting outbound email and phone campaigns when required
• Handling Freshdesk/CRM panels for regular updation of customer records
• Maintain customer service log, tracking all incoming inquiries and detailing out customer
requests. Aggregate and report on customer service trends periodically to business
• To check & monitor the Order Creation & Service Activation Process along with post-sale
service experience and ensure efficiency in the same

Apply if you have…

▪ Excellent verbal and written communication skills with strong command over English
▪ Strong time-management, multi-tasking/task prioritization and problem-solving skills
▪ Strong process understanding and analytical skills
▪ Strong PC skills including Microsoft Office (Word/PowerPoint/Excel)
▪ Ability to lead a project for an end-to-end process
▪ Reputation of working effectively across diverse teams and operations
▪ Detail-oriented with proven ability for accuracy
▪ Quick learner with attention to details
▪ Proven customer support experience with track record of over-achieving service quota
▪ Strong phone contact handling skills and active listening
▪ Familiar with CRM systems and practices

Know more about us…

Know more about us and our team, visit www.housing.com, www.proptiger.com &
www.makaan.com