Manger- CRM

Strategic

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Coordinate with other functions on critical customer queries

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Ensure a consistent level of service quality

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Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience

Operational

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Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care

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Ensure the welcome call to the customer is made for onboarding of customer post sales

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Ensure complete and comprehensive documentation of all customer related records

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Ensure data entry and detailed filing of all customer documents received

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Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule

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Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues

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Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team

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Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)

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Ensure timely collection from customers as per payment schedule

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Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same

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Drive additional sales from existing customers through repeat booking/upgrade/referrals

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Ensure compliance to Customer Care processes and Legal and statutory guidelines

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Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers

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Provide inputs to management based on MIS data and customer requirement & feedback

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Responsible for activities such as project updates, payment reminders, arranging for site visits

Internal & External Interactions Internal: Regional Head Marketing & Sales, Project Management Group, Regional Head- Finance, Regional Legal, Estate, Sales Team External: Customers and outsourced partners

Education & Experience Requirement:

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Graduate in any stream

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3 to 8 years of experience in Customer Relationship Management

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Prior experience in Real Estate / customer service industries is desirable