CRM Executive

Executive/Sr. Executive Customer Relationship Management

The incumbent will be based at Site office and will be responsible for managing the Customer experience post sales. The incumbent will be responsible for end to end customer relationship journey with Godrej Properties.

Roles & Responsibilities :

The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues)

Customer Complaints Redressal :

• Analyze customer needs and feedback and ensure continuous refinements in the services offered

• Monitor the daily grievances and escalations received from customers

• Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries • Coordinate with other functions to resolve customer issues

• Liaise with Facilities team to highlight any customer issues during snagging and desnagging

• Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries

• Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs

Customer Collections :

• Ensure to keep the customer well informed and updated on project status

• Coordinate with customers for every upcoming milestone payments by sending the pre-intimations as per the internally defined SOPs

• Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments • Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team • Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

Position Requirements:

Qualification: Graduate or Post Graduate in any discipline

Critical Skills:

• Prior Real Estate experience

• Prior Customer Relationship management exposure (preferred)

• Working knowledge of software such as CRM systems, SAP

• Basic computer skills like MS word/ Advanced Excel/ PPT

Behavioural :

• High level of emotional and social awareness

• Strong customer centricity

• Very strong communication and interpersonal skills (Excellent Communication skills (Verbal , Written and Listening)

• High level of ability to influence stakeholders