Customer Relationship Manager

Principal Accountabilities

• Customer Experience - Onboarding customers via calls, emails and meetings and provide essential information. Review all allotment letters and sales agreements, documentation and issue them to customers. Relay relevant details to the backend team for processes such as cancellations and customer profile changes. Seek appointment schedule from customers and co-ordinate with relevant stakeholders for smooth registration formalities. Respond to customer inquiries on time and address their concerns in accordance with internal standards. Conduct inspections to check unit readiness and coordinate with stakeholders to address any necessary rectifications. Initiate discussions with customers considering cancellation to explore retention options and address concerns effectively. Facilitate sale deed registration process. Provide project updates on monthly basis to all customers. Facilitate a seamless handover process for flats, enhancing the overall customer experience through meticulous attention to detail and adherence to established procedures.

• Customer Engagement - Share essential communication with customers regarding various engagement events. Follow up and ensure customer participation in engagement events. Inform customers about various loyalty programs and request referrals. Execute engagement activities on-site according to the calendar in coordination with vendors and internal stakeholders. Coordinate with customers to gather feedback on various engagement events. Maintain strong relationships with customers along with a comprehensive customer profile to provide valuable insights for potential referral and loyalty sales opportunities.

• Invoicing & Collection - Front end customers and resolve queries related to invoices/ demands raised. Issue reminder letters and follow up with customers for payments according to due dates. Coordinate with customers to ensure all payments are submitted to the backend team and reconcile payments with raised demands. Collaborate with the legal team to dispatch overdue payment notices to customers. Ensure TDS compliance by customers and follow up for the same.

• Documentation & Reporting - Verify documents prepared by the backend team for accuracy. Follow up with customers for submission of required documents. Provide inputs to the CRE backend for preparing various reports.