Team Lead - CRM

Key Responsibilities

This position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.

• Timely customer query resolution
• Monitor Sales receivables collections and active follow-ups
• Completeness and comprehensiveness of data and documentation
• Productivity of Back Office/ customer care team
• Timely despatch of documents
• Coordination with centralized marketing team

Strategic

• To conceptualize & identify opportunities to create and implement customer delight

Operational

• Customer Life Cycle Management.
• CRM update on daily basis of all the activities.
• Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
• Analyze and report weekly over dues.
• Follow set processes for generation of demands, reminders for the milestone raised
• Ensure uniform customer experience through standardized processes
• Handhold the customer through the post sales process upto possession.
• Ensure feedback given to the management in order to keep track of customer deliverables
• To ensure complete and comprehensive documentation of all customer related records
• To ensure prompt dispatch of receipts for customer payments/ documents received
• Responsible for collections for all payments due and overdue, maintaining low debtors.
• Follow up with customers for timely collections & recoveries etc.
• Handling & counseling of cancellations, interest payments etc.
• Timely escalation of cancellation cases ensuring customer retention.
• Timely escalation of issues/cases where management's approvals are required
• To ensure adequate support to customers for assistance in bank loans, registration of property
• Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
• .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
• To lead and implement customer delight initiatives - e.g. welcome kits for new customers, prompt allotment letters

Support to Sales & Marketing

• To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
• To support the sales team in selling forms to prospective customers for projects in the region
• To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams