Executive/Sr Executive CRM (Technical)

Roles and Responsibilities of Site CRM

1. Customer relationship manager process the requests raised by the customer (flat owner) for their extra works.

2. He should examine the requests, if feasible then prepare the extra works estimates with drawings and then take approval from project engineer / concerned authorities.

3. After approval he should raise the invoice of extra works cost and the same should be communicated to post sales department in the Head Office.

4. After collection of extra work amount, the CRM executive should send the same estimate and drawings to the concerned contractor / agency for executing extra works.

5. The CRM executive should supervise the extra works with fulfillment of customer satisfaction.

6. He/she must co-ordinate the concerned contractors regularly for speedy completion of extra work.

7. He/she should inspect each and every flat and check whether all specifications are as per the approval drawings or not.

8. He/she is responsible for final handing over of the flats to the customers.

9. He/she must attend the customer complaints and solve their problems both Civil as well as Maintenance issues.

10. He/she must coordinate among various agencies / contractors in the project site to resolve the customer complaints.

11. He should take help from the field staff, site engineers while solving customer problems / complaints.

12. He must read and respond proactively to the customers mails on daily basis.

13. He must document all the customer complaints / issues. After solving the complaints he/she can take signatures from the customers.

14. He must inform all the customer related information to the Post sales department / Top management representative to the head office and also he/she should coordinate to the project engineer / project manager / Facility Manager from time to time.

15. He/she must have thorough knowledge on IS codes, ISO work instructions and checklists.

16. The CRM executive must verify the GFC / structural consultant / BBMP approved drawings if necessary.

17. He/she should consult to sales GM / Sales executives and marketing GM/Executives while doing customer modification works.

18. He must update the customer related complaints and modifications of extra works information on daily basis and the same should be sent to Top management both soft and hard copies.

19. Resolving customer queries, preparing ledgers and addressing the issues highlighted by the customers through call.

20. Managing post booking customer services till delivery /possession stage.

21. Collection of payment dues, against demands generated with construction progress.

22. Attending customers who visit HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query Cancellations, transfer requests and registration process

23. Responsible for Customer Satisfaction and high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements Build and maintain relationships with the entire customer base assigned; by ensure constant engagement with customers during the life cycle and moments of planned spontaneity

24. Handling customer complaints and collaborating with sales, marketing, customer service and operations teams to improve the customer experience.

Authorities:-

1. CRM executive have authority to look into all extra modification works.

2. He/She is the authorized person to give reply to all customer mails regarding the site issues.

3. CRM executive have authority to raise the invoice for extra work expenditures.

4. Authorised to give proper direction to the contractors while executing extra modification works.

5. He/she is the custodian of all the customer related documents at site.

6. Authorised to distribute extra work approved places and estimates to the project engineer / Sr. site engineer / Contractors.