Assistant Manager_Customer Relationship

Principal Accountabilities

• Customer Experience - Verify booking forms to ensure all customer data is accurately entered, and cross-check details with the cost sheet and payment plan. Prepare allotment letters and sales agreements, and submit them for review. Handle cancellation processes efficiently, ensuring all formalities are completed. Update and manage customer profile changes as requested. Assist customers with bank loan processing by providing necessary documents and addressing their queries in close coordination with the finance and legal teams. Coordinate with relevant stakeholders to schedule appointments for registration formalities. Assist customers with utility name changes during transfers. Provide inputs to the front-end team for resolving customer queries.

• Customer Engagement - Assist in drafting all communications for engagement events and submit them for review. Support in executing customer engagement activities as per assigned activities. Collate feedback received regarding engagement events and submit it to the CRM Project Lead.

• Invoicing & Collection - Generate and issue invoices/demands within agreed timelines to all customers. Confirm receipt of payments and inform customers promptly. Verify payment status in collaboration with front end team. Generate reminder letters in accordance to SOP and submit to front end team for issuance to customers. Share quarterly account statements and collaborate with the accounts team to resolve any issues. Initiate final billing procedures during unit handover, reconcile all TDS payments, and issue necessary NOCs while collaborating closely with the Finance team. Generate sale deeds and other possession-related documents during the handover process. Document and verify customer information for the creation of sales orders, and initiate the first billing of the customer post-booking.

• Documentation & Reporting - Validate customer accuracy within the customer database. Upload customer documents/information on the app according to timelines. Prepare various MIS reports and submit them to relevant stakeholders within agreed timelines. Maintain documentation for all customers and ensure it is uploaded accurately. Maintain a central repository of all project documents for APF requirements for banks/ financial institutions.

• Continuous Improvements - Participate in testing of new systems, processes, reports, etc. Provide inputs for improvement basis participation in the testing process.