AGM CRM (Collections)

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Adissia Developers

9 - 14 years

30 - 35 Lacs

coimbatore

Posted:16 hours ago| Platform:

Apply

Skills Required

rca process improvement mis reconciliation issue resolution customer relationship facility management analytics customer interaction crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job_Description":"

KeyRoles Responsibilities \Highly Elaborated
I. Customer Journey Ownership Experience Excellence Act as the single point of contact trusted relationship owner for premiumhomebuyers Design emotional and functional experience touchpoints from Day 1 to handover Conduct Welcome Calls, onboarding sessions guided customer journeywalkthroughs Track and communicate: Project construction progress Payment due schedules Documentation status Handover readiness finishing inspection Organize Project Tours, Experience Center walkthroughs, and milestone events Goal Ensure customer confidence, trust, and positivity at all times II. Customer Relationship Retention Management Build strong long\-term customer bonding \from buyer to brand advocate Manage customer relationships especially during: Delay handling Payment challenges Agreement legal dependencies Change requests variations Ensure reference\-based sales as a measurable contribution Target: 10\20% Monthly Booking through referrals III. Complaint Issue Resolution Leadership Lead resolution of all customer concerns related to: Construction updates Payment clarity Snag rectification finishing quality Agreement\/registrations delays Statutory approvals Implement Root Cause Analysis (RCA) Preventive Action Plans (PAP) Maintain zero unresolved issues during handover phase SLA\-Adherence: 100% closure within agreed timelines IV. Cross\-Functional Coordination \Payments, Legal, Projects CRM Work proactively with: Projects Team snag\-free property readiness Legal \/ Banking teams APF, Agreement, Registration Finance Demand note processing and receipts reconciliation CRM Collections Follow ups, defaulter strategies Maintain Customer First decision\-making approach in all communications Align teams around customer delight outcomes ot departmental silos V. Property Handover Experience Management Lead the final phases of the customer journey: Pre\-handover audits Snag list documentation resolution Home orientation demonstration Welcome kit brand experience ceremony Maintain a VIP\-class experience during handover day Metric \Best Day of Their Life\experience VI. Customer NPS, Surveys Feedback Analytics Conduct NPS Surveys, feedback calls post\-interaction sentiment checks Track Customer Emotion Score across all touchpoints Prepare improvement reports based on: TAT in issue resolutions Happiness index Project satisfaction score Target NPS above industry benchmark (> 70%) VII. Events, Community Building Reputation Management Plan conduct: Society Induction Programs Festival Celebrations, Community Activities Brand Ambassador programs Strengthen online customer reputation Google reviews improvement Social media mark of brand trust Transform customers into promoters of the brand Documentation, Audits Reporting Deliverables Document \/ Report Frequency Purpose Customer Journey Tracker Daily Transparent status visibility Issue Resolution Dashboards Daily\/Weekly Escalation control NPS Feedback Analytics Report Monthly Experience improvement decisions Handover Status MIS Weekly Project readiness health check Community Engagement Reports Quarterly Brand loyalty score Call Logs Customer Interaction Sheets Daily Record for audits QA RCA Preventive Action Reports As Needed Continuous process improvement Referral Contribution MIS Monthly Revenue attribution All updates to CRM systems Zoho\/ Salesforce for traceability Key Working Relationships Internal CRM Collections Team Sales Project \/ Engineering Legal, Finance Registration teams Marketing (for communication events) External Customers (Primary) Banks \/ Home Loan teams Facility Management Contractors RERA compliance agencies (indirect) Requirements

Competencies Required
Functional Competencies CRM tools proficiency \Zoho CRM \/ Salesforce Real estate documentation APF knowledge Handover process snag resolution understanding Customer lifecycle advisory skills Escalation and crisis communication Real estate compliance RERA awareness Behavioral Competencies Emotional intelligence customer empathy Positive grooming, presentation etiquette Proactive problem\-solving ownership mindset Conflict resolution and negotiation High patience and stress tolerance Excellent communication \Tamil + English (Hindi is an added advantage)

Benefits

\- International Trip
\- Professional Growth \- Collaborative growth \- Performance Growth \- Upto 5L Health Insurance for Family Self

","