Senior Executive - Customer Experience

Role & responsibilities

a) Managing customer calls, Email response and walk ins. Completing the welcome calls within the TAT.

b) Addressing queries related to Agreement Registration / Explaining procedure etc.

c) Follow up for stamp duty and registration payments with the customers and ensuring the registration is completed within the due date.

d) Co-ordination with the registration consultant for scheduling the registration and follow up for the registered agreement.

e) Ensuring the SDR received date/ SDR challan dates are updated on SFDC.

f) Retention of customers under cancellation, Assisting customer for Stamp Duty Payment.

g) Outbound calls to the customers for Collection and Relationship building.

h) Handing over hard copy of NOC/ROC, Demand Letter and Payment Receipt to Bankers / Customers.

i) Handling the customers disputes and ensuring the details are tracked and updated in SFDC.

j) Assisting existing customers for Sample flat visits and explain Project details.

k) Coordination with Office Assistance for delivery of the agreements / Payment Collection pick-ups.

l) Coordination with Back office to update the Collection and Possession dates on system.

m) Updating the existing customers on the on-going projects on regular basis or any latest updates pertaining to real estate sector via Newsletters/emails.

n) Responsible for all documentation, support and feedback information post sales from booking till the possession of property.

o) Inter- departmental coordination with legal, projects, and accounts etc. on various matters.

p) Accountable for customer wise review and update the comments regularly on SFDC.

q) Follow up with the FM team for the flat readiness status. Following up with the customer for scheduling the possession

r) Preparing the possession documents and ensuring the completion from the customer for possession related documents.

s) Coordination for the customization of the flat between projects & customers (as per the policy).

t) Arranging activities, events for the existing customers.

u) Ensuring the pre cancellation letters and cancellation letter are sent to the customers as per the defined timelines.

v) Handling all the concerns / disputes of the customers till possession.

Preferred candidate profile

• Graduate in any stream
• 3 years of experience in the CRM function
• Real Estate experience preferred
• Excellent verbal and written communication skills.
• SFDC / SAP system understanding