Assistant General Manager, Client Relationship Management

The Assistant General Manager / Deputy General Manager- Client Relationship Management will be responsible for overseeing and enhancing the client experience through effective management of documentation, client queries, and engagement processes.

Based at Head Office - this role requires excellent communication skills, a strong focus on customer service, and the ability to work collaboratively across departments to ensure client satisfaction and retention.

Key Responsibilities:

• Build & maintain relationships with clients.
• Escalating & resolving the concerns as raised by Staff or by Clients.
• Coordinate with Internal Departments to ensure that the business needs are fulfilled effectively.
• Responsible for leading the Post Sales CRM Operations, Payments and Collections.
• Responsible for process management of Generating Demand Letters and Reminders accordingly.
• Responsible for for process management of Booking Termination and Refund.
• Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query. Cancellations, transfer requests and registration process.
• Responsible for for process management of Demand Generation, Cheques Validation, Cancellation & Refund.
• Ensure regular monitoring of project, progress and update the clients on the same.
• To maintain relationship with clients and coordinate on client queries post booking formalities till possession.
• To assist client with all queries pertaining to legal, agreement, registration, taxation, banking, etc.
• To identify the discrepancies and keep them into the notification of the Management at the right time.
• To prepare various reports on daily, weekly, quarterly and monthly basis.
• To facilitate Legal Team in filling Reply and Doing Settlement with Client.
• Ensure on time completion, comprehensiveness, and accuracy of all documentation pertaining to sale and service.

Qualifications:

• Minimum 10+ years experience in Post sales process in Real Estate Industry.
• Thorough with the onboarding process for the new clients.
• Highly energetic, helpful and cordial approach with abilities to meet customer requirements.
• Thorough knowledge of real estate processes of customer lifecycle from start till end.
• Should have good business communication skill-Oral and Written.
• Problem-solving and conflict-resolution abilities.
• Attention to detail and organizational skills.
• Working knowledge of MS office and advance Excel.

Desired Skills:

• Strong customer service orientation and problem-solving skills.
• Attention to detail and a proactive approach to work.
• Experience working in coordination with multiple departments.