Customer Relationship Manager

I. Planning and Execution:

Client Relationship Management:

●Build and maintain positive relationships with existing clients to ensure ongoing engagement and satisfaction.

● Act as the primary point of contact for all client interactions post-booking, addressing inquiries and concerns promptly.

● Provide clients with comprehensive information about the company, its projects, and processes.

● Provide exceptional customer service by understanding their needs, preferences, and expectations to deliver tailored solutions.

● Handle escalated issues from other teams or customers with professionalism, maintaining a positive attitude even under pressure.

● Develop strong relationships with HNIs by providing personalized guidance on real estate products and services offered by our company.

Client Engagement and Support:

● Collect and record client details such as location, employment, and purchase purpose.

● Explain the company's payment procedures, registration process, and terms and conditions, including booking, allotment, demand generation, and cancellation policies.

● Provide legal documentation to clients, including parent documents, current owner documents, legal opinions, RERA copies, DTCP approvals, layout approvals, and Pattas.

Sales Support:

● Assist clients in allotting plots in their chosen projects, explaining cancellation terms, bank loan processes, and document requirements for registration.

● Ensure timely demand generation and follow up on client payments, coordinating with the finance team to validate and confirm payments.

● Maintain and audit the customer master document file to ensure all mandatory documents are present.

Client Registration Coordination:

● Coordinate with service providers/consultants for client registrations, providing all necessary booking details.

● Proofread and approve draft sale deeds and agreements, ensuring accuracy before sending them to clients for approval.

● Arrange registration schedules, informing clients of the details via email and WhatsApp.

● Ensure clients are prepared for registration, including downloading the required GPS camera app for plot photos.

Post-Registration Follow-Up:

● Ensure original registration documents are received from the service provider and inform clients for collection.

● Email scanned copies of original documents to clients and file copies in the customer master document file.

Reporting and Documentation:

● Maintain an updated stock report, detailing total, available, and sold plots in all ongoing projects.

● Provide daily payment and booking reports to management, following up on pending payments.

● Coordinate with internal teams to improve processes and update reports.

Team Management and Development:

● Monitor team member calls, provide feedback, and document performance.

● Identify individual support needs and provide relevant training.

● Conduct regular team meetings to review progress towards goals.

● Perform performance management reviews for all team members.

II. Professional Development:

● Up to date knowledge of the latest guideline value, stamp duties and registration fees on a regular basis.

● Contributing to the professional development of self and other team members in the department

● Attending conferences and other ongoing learning programs

III. Documentation:

● Maintain individual customer files, customer database and other requirements if any

● Detailed logs of all client interactions (emails, phone calls, in-person meetings) including dates, times, and topics discussed.

● Follow-up reports summarizing the status of pending issues and resolutions.

● Daily, weekly, and monthly reports on client payments received and bookings made.

● Reports on pending payments with follow-up actions taken.

● Scheduled demand generation reports detailing the amounts due and received from clients.

● Follow-up reports on demand generation.

● Updated stock reports indicating total, available, and sold plots for all ongoing projects.

● Periodic inventory reports to management.

● Reports on the status of client registrations, including pending, in-progress, and completed registrations.

● Reports on registration timelines and any delays encountered.

● Reports summarizing the status of legal documents provided to clients, including any missing or pending documents.

● Summaries of client feedback received through various channels.

● Reports on actions taken to address client feedback and improve services.

● Individual performance reports for team members, including monitoring call quality and client interactions.

● Team performance reports summarizing overall progress towards goals and objectives.

● Copies of all emails, WhatsApp messages, and other communications sent to clients.

● Records of notifications sent to clients regarding registration schedules and payment confirmations.

● Documentation of client feedback and corresponding improvement plans implemented to address concerns.

● Records of performance management reviews and development plans for team members.

● Ensuring appropriate records are maintained as per company policies and procedures

IV. Behaviors and Safety:

● Establishing a safe, purposeful and stimulating environment for workers and other colleagues

● Maintaining good relationships with colleagues and subordinates

● Being a positive role model and demonstrating consistently the required traits and attitudes

V. Teamwork and Collaboration:

● Participate in department meetings and provide constructive inputs for improvement if any

● Working as a team member and identifying opportunities for working with colleagues and sharing the development of effective practice with them

Ensuring that colleagues working with you are appropriately involved in supporting learning and understand the roles they are expected to fulfill

Job Type: Full-time

Pay: ₹300,000.00 - ₹800,000.00 per year

Work Location: In person