Senior Officer- CRM

Job Objective:

To ensure to manage all CRM Gamut. To manage customers & team for project assigned. Onboarding

customers for new launches with enhancing customer experience with good CSAT & NPS score.

Fixing an appointment for handover with customers after collecting all dues.

To own process from Booking to possession of units.

Roles and Responsibilities:

Strategic:

• Client Servicing & supporting by fixing an appointment for handover & at

SRO for ATS/AFS.

• Interacting with the customers to resolve queries, complaints, and

requests for information.

• Exclusively handling Possession & Snag rectifications with coordinating

with project team.

• Ensure customer satisfaction and customer delight with adherence of

process.

• Coordination internally with BO, F&A, Legal, Liaison for documentation.
• Manage and operate Customer service portals & maintaining TAT for

interaction/complaints

Operational:

• Handling Walkins, Emails, Registrations, Collections & Handovers for

assigned project.

• Ensuring Customer Delight by quick resolution of query/complaints.
• Maintaining Collection efficiency & Bank Liaison for loan support/APF.
• Maintaining MIS for assigned projects for ATS, AFS & Handovers.
• Effectively responding to customers queries & resolving in defined TAT.
• Managing customers appointments for seamless operation (i.e. ATS/CD

Registration, handover of unit)

• Responding Emails, Handling Walk inns & Execution of documents of

AFS & ATS.

• Supporting Sales team in new launches & Seamless onboarding in

system post sales.

Key Interactions:

Internal

• Sales Team
• Legal Team
• Projects Team
• Finance and Accounts/Back Office

External

• SRO Vendors
• Customers
• SRO officials
• Banks for Home Loans/AFS Handover

Job Profile:

Educational Qualification and Experience:

• PGDBM/ MBA with 5 to 8 years of experience from Real Estate/Telecom/Hospitality industry.
• Must have knowledge of working on Sales Force software.
• Excellent english communication skills, both verbal and written.
• Very good Presentation Skills.
• Present assignment should be with Real Estate Developer with minimum two years experience in
• Project Handover and New Project launch, prior experience maybe in Telecom/Hospitality industry.