Manager Handing Over (Customer Relationship Management (CRM))

Role Overview:

The Manager Handing Over/CRM will be responsible for ensuring a seamless transition of apartments/units from the project team to customers. The role involves coordinating across departments, addressing customer queries, managing documentation, and delivering a superior customer experience during the handover process.

Key Responsibilities:

• Handover Process Management
  
• Plan, organize, and execute the end-to-end handover process for completed units.
• Coordinate with project/site, quality, and facility management teams to ensure readiness before handover.
• Conduct pre-handover inspections and prepare snag/defect lists with relevant teams for rectification.
• Schedule handover appointments with customers and facilitate the process smoothly.

• Customer Relationship Management
  
• Act as the single point of contact for customers during the handover stage.
• Address customer queries, concerns, and escalate issues to relevant departments for resolution.
• Ensure all customer documentation (agreements, payments, NOCs, statutory compliance, etc.) is verified and complete before handover.
• Maintain strong relationships with customers to enhance brand trust and satisfaction.

• Documentation & Compliance
  
• Ensure completion of legal, financial, and statutory documentation related to handover.
• Coordinate with legal and finance teams to verify clearance of dues and registration formalities.
• Maintain MIS reports, trackers, and dashboards on handover progress.

Key Skills & Competencies:

• Strong knowledge of real estate handover/CRM processes.
• Customer-centric approach with excellent communication and interpersonal skills.
• Ability to manage escalations and resolve issues diplomatically.
• Proficiency in MS Office, CRM software, and MIS reporting.
• Strong organizational skills with attention to detail.
• Knowledge of RERA guidelines and real estate documentation.