Customer Service Specialist - BPTP (Real Estate)

Key Responsibility Areas (KRA):

• Email Oversight and Customer Handling:
  Monitor daily email activity and ensure timely responses.
  Handle walk-in customers with a focus on resolution and satisfaction.
• New Bookings and Documentation:
  Scrutinize new bookings and ensure proper welcome calls.
  Oversee the issuance of allotment letters, BBA registration, and tracking customer satisfaction to maintain high service quality standards.
• Payment and Registration Management:
  Ensure timely payments and BBA registration for all the assigned bookings (new and old) to ensure a seamless process.
• Customer Feedback and Monitor NPS :
  Work closely with the team to gather maximum feedback from walk-in customers and email closures.
  Monitor team performance and ensure efficient customer engagement.
• Payment Projections and Collections:
  Ensure monthly payment projections are met on time by following up with customers and bankers, especially in loan cases.
• MIS Reporting:
  Maintain MIS for collection data, payment drop reports, and daily/monthly projections.
  Loan Disbursement Follow-Ups:
  Coordinate with bankers, customers, and the finance team to expedite loan disbursement cases.
• Possession Coordination:
  Liaise with the site team to track possession timelines and project completion.
• Approvals and Escalations:
  Ensure all necessary management approvals are in place for concerned teams and individuals.
  Address and resolve escalations related to routine walk-ins by providing resolutions aligned with company policies.
• Project-Level Coordination:
  Collaborate with the Projects team for updates at the project and unit levels.
• Customer Satisfaction:
  Continuously track and enhance customer satisfaction by maintaining high service quality standards.
• Legal / Non-Legal Client Approvals:
  Prepare approval notes for legal & Non-Legal clients and ensure a structured follow-up process.