Manager- CRM- Pune Regional Office

Job Role: Manager - CRM

About JUSTO

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About The Role

Key Responsibilities

Customer Engagement & Relationship Management

• Build and maintain strong relationships with the assigned customer base, ensuring consistent and personalized engagement throughout the customer lifecycle.
• Plan and execute "wow moments" at significant stages like onboarding, agreement signing, and handover of possession.
• Conduct welcome calls and emails within 24 hours of booking to provide booking-related information and gather feedback.
  

Customer Service & Query Resolution

• Resolve customer queries and issues promptly via calls, emails, and face-to-face meetings.
• Address concerns related to cancellations, transfers, allotments, and registration processes, ensuring 100% customer satisfaction.
• Assist customers with processes like loan documentation, flat allotments and deed transfers.
• Handle escalations and provide adequate resolutions to ensure customer retention.
  

Operational Excellence

• Manage all post-booking customer services, from demand generation and cheque validation to documentation and possession.
• Ensure accurate and timely completion of customer documentation, including KYC, Builder-Buyer Agreements, payment receipts, and possession letters.
• Format, issue, and manage customer documents like demand letters, credit notes, and transfer forms.
• Maintain organized records of all customer-related files and documents.
  

MIS Management & Reporting

• Maintain and update the MIS system with accurate customer data, tracking all critical touchpoints.
• Prepare company MIS, DSR (Daily Sales Report), and final work reports for leadership review.
• Analyze data to identify process improvements and enhance service delivery.
  

Team Collaboration & Coordination

• Work closely with internal teams, including sales and other operational teams, to ensure a smooth customer experience.
• Coordinate with sales teams to ensure accurate and timely bookings and customer onboarding.
  

Payment & Possession Management

• Monitor payment collection and ensure demands align with construction progress.
• Facilitate possession processes, including final fit-outs and handovers, while maintaining customer satisfaction.
  

Upselling & Cross-Selling

• Identify opportunities for cross-selling to the existing customer base, adding value to their experience and contributing to revenue growth.
  

Required Skills And Qualifications

Educational Qualifications:

Industry Knowledge:

Competencies:

Technical Proficiency: