Manager / Senior Manager, CRM

You will have to handle and solve all kinds of client s issues, providing clear and prompt solution and providing TAT
based document issuance and MIS reports to CRM teams for smooth functioning.

Graduate with 8+ years of relevant experience in Back Office Operations/ Post sales function in Real Estate
domain.

Prior experience in Salesforce Platform / FARVISION.

In-depth knowledge of Real Estate processes of Customer Lifecycle, Consumer trends & trade practices.

Expertise in Data analysis, reports building, effective implementation of AI technologies etc

Understanding of Customer support function and Industry best practices.

Strengthening the team through efficient solving and troubleshooting with strong analytical and problem-solving skills and can work as an individual contributor.

Proficiency in MS office (Word, Advance Excel, PPT etc)

Managing Customer Relationship Management Division ensuring all activities in furtherance of CRM
functions and responsible for promptly and proactively addressing all customer concerns.

Overseeing Back Office support function for effective organization of daily operations and the preparation of
(Daily/weekly/Monthly) periodical MIS reports and ensuring streamlined cash-flow.

Proactive monitoring, management and delegation for timely completion of tasks.

Proficient in managing & leading teams for running successful process operations & experience of
implementing procedures, service standards for business excellence.

Target setting, Tracking, managing and developing Team in accordance with the organization s objectives

Responsible for Demand Projections, Monthly/Annual Collection vs Demand plan.

Handling all the top-level escalations for all the projects across the company.

Ensuring customer satisfaction by achieving delivery of service quality norms.

Overseeing smooth implementation of standards to minimize gaps in actual vs. required standards, conduct
training to enhance skills & motivation levels.

Implementing continuous improvement processes to enhance customer service and reduce response
time.

Efficient Record keeping, maintaining all physical & Digital customer data and Documentation.

Coordinating with cross- functional teams, Finance, Legal, IT, Customer Front-end teams to support
resolution of customer issues.

Pivotal in designing a process to handle complaints while ensuring set Service Levels are being met

Issuance of documents within TAT.

Maintaining collection data and demand projection.