Executive / Senior executive/ AM

Role Responsibilities :

Responsibility

Complete ownership of process, prioritize comfort to customers by excellent engagement and relationship management Customer Centric Approach & Personality attributes

Must have inborn skills and mind set for high impact customer service delivery. Impeccable business communication skills - Written and Oral. Highly energetic, helpful and cordial in approach with abilities to drive collaboration across the functions for meeting customer requirements A pleasing and helpful personality to interact with|

Functional skills

New customer handholding - Surpassing customer expectations and create a customer delight experience for onboarding and welcoming new customers. Complete ownership of process, prioritize comfort to customers by excellent engagement and relationship management Thoroughly knowledgeable of Real Estate products and related processes for ensuring top most experience at all milestones of customer lifecycle journey from On boarding to Handover

1. Strong knowledge of Real estate IT platform - ERP & CRM applications. Online tools.

2. Comfortable with handling data of Sales Admin, Customer Service parameters, Basic analysis of data and handling data queries. Addressing customer queries • Captures customer queries generated through the 'Sales Force dot com' (SFDC) • Informs and updates customers of the project status • Adheres to the process to prepare an escalation matrix to address customer complaints Customer complaints redressal • Implements processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries • Handles escalated customer complaints / queries generated via phone calls, emails, or walk-ins Coordination • Coordinates between departments and the customer to resolve customer queries • Represents customer queries at the Corporate Office • Customer satisfaction • TAT

3. Sales Documentation updation • Creates muster rolls e.g Customer Muster, Inventory muster and a pricing muster • Ensures that backlog entries are cleared prior to audits • Updated musters • No backlogs

4. Collection updates • Generates payment advice form basis collections received from customers • Verifies post collections - payment advice, and sends cheques for clearance. • Verifies cheque clearance and updates customer in case of issues e.g cheque bounce etc) • Timely updates

5. MIS Updates • Generates timely, error-free reports from SAP which are then verified by Regional & HO Finance departments • Updates the MIS on a weekly basis with regard to collection out-standings, inventory and loans • Sends reports to Sales Admin and HO Marketing • Updates the BIPO Dashboard on a timely basis (coordinates with Corporate office for the same) • Timely error free updates

6. Tracks approvals • Tracks approvals via the Billing Alert System • Timely updates Process

1. Process Adherence • Complies with company defined guidelines and processes • Adheres to project timelines • % Process compliance

2. Process Improvement • Identifies processes/procedures in own work area that need improvement • Recommends process improvement ideas to streamline efficiency/costs/productivity • Undertakes process improvement activities in own work area • Initiatives taken • Impact of process improvement ideas.