Relationship Manager

Tata Realty

8 - 10 years

7 - 8 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

finance head interpersonal skills sales mis project management customer service customer experience operations regional head crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Strategic

Coordinate with otherfunctions on critical customer queries
Ensure a consistent level of servicequality
Make waivers up to a defined allowable limit (eg waiverof a small outstanding amountat time of handover) to ensure a seamless customer experience

Operational

Coordinate with the sales teamto ensure thatall relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care
Responsible for leading the Post Sales CRM Operations, payments and collections.
Ensure the welcomecall to thecustomer is madefor onboarding of customer postsales
Ensure complete andcomprehensive documentation of all customer related records
Ensure data entryand detailed filingof all customer documents received
To identify the discrepancies and keep them into the notification of the Management at the right time.
To prepare various reports on daily, weekly, quarterly and monthly basis.
Excellent communication and interpersonal skills.
Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule
Coordinate withLegal/ Finance/ Project Management teams on customer documentation related issues
Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team
Ensure timelyand accurate responses to customer service requests (Complaint/ request/ query)
Ensure timelycollection from customers as per paymentschedule
Engage withcustomers on a regular basis,understand reasons forany potential cancellations and provide suggestions/solutions to minimize the same
Drive additional sales from existing customers through repeatbooking/upgrade/referrals
Ensure compliance to Customer Careprocesses and Legaland statutory guidelines
Implement customer delight initiatives - egwelcome kits fornew customers
Provide inputs to management basedon MIS dataand customer requirement & feedback
Responsible for activities such as projectupdates, payment reminders, arranging for sitevisits

Internal & External Interactions

Internal: Regional HeadMarketing & Sales,Project Management Group,Regional Head- Finance, Regional Legal, Estate, Sales Team

External: Customers and outsourced partners

Education & Experience Requirement:

Graduate in any stream
8-10 years of experience in Customer Relationship Management
Prior experience in Real Estate/ customer serviceindustries is desirable

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