AM / Manager - CRM

Role & responsibilities

• Responsible for customer interface as the first point of contact
• Conduct the welcome call for every new customer
• Resolve day to day queries. Strive for maximum closure on real time basis
• Effectively handle customer feedback and complaints
• Ensure timely closure of complaints with necessary back-end coordination
• Collections and follow ups based on the monthly target, including
• Ensure Demand calls
• Pre-due date calls
• Follow up reminder Calls/Emails
• Highlight defaulters and other risks well on time
• Final Collection closure
• Supporting the Customer Care head with insight on customer expectations and issues vis-à-vis product and customer service delivery
• Adherence as per the SOPs
• Inputs and support in preparing monthly reports & MIS
• Keeping a check on the outstanding status of collection from customers
• Assist the bank approvals for the project with regards to housing loan
• Checking various client related documents before execution
• Providing housing finance assistance as per customer requirements
• Execution of agreement for sale or equivalent
• Coordinate with accounts for reconciliation and to avoid accounts related issues in Customer Care systems
• Effectively manage customer expectations for visits and handover
• Attending customer related meetings if required.
• Having an on the ground information about projects through regular site visits.
• Participate and assist the Customer Care head in engagement events for the residents at the projects
• Adherence to schedule during pre-handover & handover timing
• Responsible for effective handover experience
• Facilitate smooth transition for customer post-handover
• Highlight specific escalations to Customer Care head for post-handover concerns
• Facilitate complete customer documentation and formalities for condominium formation
• Understand customers Customization requests and follow up with the engineering team to ensure its completion.
• Maintain regular communication with the customers with regards to progress of construction work, customization of flats, and possession of flats in coordination with the Sales Department.
• Handling customer escalation and ensuring satisfactory closures at the first level.

DESIRED PROFILE:

• Should have 8 - 13 years of progressive work experience CRM and working with reputed real estate developer in South Mumbai location.
• Excellent Communication skills ( Verbal , Written and Listening)
• Confidence and ability to interact customers internally and externally.
• Proficiency in Customer Care systems, MS Office (Word, Excel, Power Point)
• Basic knowledge of legal aspects in Real Estate
• Basic understanding of construction concepts