CRM Executive

ROLE DESCRIPTION

Function : Customer Relationship ManagementSub Function : NARole : ……Location : Head officeDesignation : CRM – ExecutiveReporting to : CRM – ManagerPurpose of the role

1. Guide customers through the process of purchasing a unit right after the booking stage till delivery of the unit.
2. Following standard procedures to ensure steady cash flow as required by the company.
3. Being focused on customer satisfaction in order to create goodwill for the company.

Pre Booking Activities

1. Preparing documents to get APF from various banks.
2. Coordinating with legal department in Solving legal queries and providing required documents as required till APF number generation and annual APF document preparation and submission to SBI for APF
3. Preparing and providing project related RERA data as and when required.
4. Updating booking chart .

Unit / Flat Booking

1. Customer onboarding – verification of KYC, booking amount, finalizing bank/banker. Attaching payment schedule and entering receipts for booking amount after verifying with accounts (where necessary). Making necessary changes to costing in Highrise and verifying the discount / offer given to customer
2. Maintaining register of payments received – cheques and RTGS/online transfer
3. Keeping track of pending agreements and convincing such customers for the same. Maintaining concise and meticulous record of follow-ups done for the same
4. Generating agreement draft and sending PDF version to the customer and answering related queries. Completing agreement and registration formalities – gathering all relevant documents to be annexed to the agreement, signing of the document by the authorized signatory and customer, paying stamp duty and registration fees online on behalf of the customer, payment of DHC, arranging cab for customer to proceed to the registrar office.
5. Generating Builder NOC & obtaining CF NOC (where necessary) after the agreement has been received and scanned
6. Uploading the scan copy to Highrise for accessing via customer portal. Document handling and delivery with countersigned photocopy for reference / record
7. Tracking site work progress. Coordinating with site team and architect’s office for architect’s certificate of site progress.
8. Sending timely demand notes.
9. Follow up with customers and bankers (where necessary) for payment. Maintaining concise and meticulous record of follow-ups done for the same
10. Coordinating with accounts team for payment update and tracking. Reconciliation with account team
11. Entering receipts in Highrise after verification from accounts team
12. Keeping track of and reporting daily collections
13. Addressing customer queries regarding legal / technical issues. Handling various customer requests (for statements / progress report / complaints / changes)

Possession & Post Possession

1. Possession formalities including follow up with customer for clearing any pending dues such as maintenance charges etc., obtaining clearance from accounts department and Preparation of possession agreement and giving possession on receipt of completion certificate
2. Coordination with site engineering team to get flat ready for possession. Also coordination with sales team for scheduling key handover procedure at site.
3. Parking allotment after discussing with CRM Manager.
4. Where changes are possible / permitted, coordinating with site sales team and site engineering team to

track progress of accepted changes & communicating the same with the customer

1. On possession, taking signatures customers on society formation papers
2. Coordinating with site team to ensure customer satisfaction at delivery, Handling post possession queries incoordination of senior team.
3. Society formation formalities such as providing customers’ bank loan data, data for electricity meter applications and transfer of name for property tax.

Key Deliverables / Performance Measures

1. Minimizing the average period of booking to agreement done as dictated by management
2. Minimizing the average period for recovery of dues
3. Maintaining concise and meticulous record of follow-ups

Key Challenges

1. Convincing customers to opt for company approved bank / bankers instead of their own
2. Bridging the gap between customer and bank at the time of disbursement
3. Tracking received payments
4. Differentiating between customers with genuine difficulties versus customers looking to delay for personal benefit

Ideal Candidate For The Role
Knowledge

1. Contents of Agreement to Sale
2. Process governing registration of agreement
3. Basic RERA rules as applicable to builders
4. Basics of construction processes / flow
5. Basics of legalities of the land purchase
6. Basics of rules governing construction activities
7. ERP practices
8. Correct grammar and language
9. Basic knowledge of book-keeping

Skill

1. Excellent Interpersonal skills
2. Computer skills – basic Word / Excel / Outlook
3. Excellent communication skills
4. Logical decision making
5. Patience
6. Customer centric approach

Prepared for Competency Mapping Exercise / Confidential Page 1 of 4