Customer Relationship Executive

I. Soon After Booking:

1. Once the client file is formed check with each ME about the following

• Availability of application and agreement details
• Whether the welcome letter is send
• Whether payment Schedule is send
• Details of payment of the booking amount
• Details for execution of agreements and when the client will execute the same.
• Collection of PDCS and sales tax

2. In Case of bookings from Dubai Office and Gulf Tour or if the ME has left, all except collection of agreement details and application form is being done by the CRE

3. In the case of loans from financial institutions

• Prior documents collected from BM including plan, deeds, tax receipts etc. are forwarded to financial institutions.
• This involves follow up even of the lawyer of the concerned bank and in initial conditions following up the respective commercial officer for many related documents. This bout is still continuing in TULIP

II Once 25% payment is done - Execution of Agreements

A) Agreement draft preparation

• Collect following details from respective personnels
• Draft for agreement from Branch Manager, which has to be crosschecked several times before finalization.
• Plan from Engg.section
• Plumbing and electrical schedules from planning
• In case of apts undivided share value from planning

B) After preparing draft

• Draft verifying from either Sales Manager or Thomas John
• Take a fair copy including stamp paper the date of which has to be crosschecked in case of NRI clients. Often these details have to be collected after quite a few communications.

C) For Loan Cases along with agreements the following papers also have

to be signed

• Tripartite agreement: the draft collected from respective banks, collected either by concerned Marketing Executive or through Thomas, verified by higher Officials and executed along with the agreements. This is executed only after obtaining sanction letter from bank
• Disbursement letter in respective formats with the amounts and respective dates written
• Detailed break up of payment Schedule given so that the client will understand the breakup of payment between client and the Bank and also the sales tax component

D) Electrical Layout.

• As far as possible this is produced at the time of execution of agreements. This involves tremendous follow up with the engineering section

E) After signing agreements.

• Builders sign obtained
• Date & witness sign affixed
• Clients copy send if pdcs are availed
• Photostat send in case of loan cases
• Builders copy forwarded to BM
• In case of loan the documents for loan processing including NOC, receipts , agreements are forwarded to the bank

III Routine jobs after agreement execution

• Regular email, telephonic and postal communication with clients on various aspects regarding their apt- this cannot be pictured exactly as this can be anything and everything about their apt.
• Filing of all communication
• Every month inflow chart given and assure the payment comes
• In case of pdcs the reminders are send at least 15 days prior to chq date
• In case of loan dis. Letters forwarded to banks. This often involves follow up of pre-Emi payments by client
• Receipts send to client and in loan cases original send to bank and copy to clients
• Regular contact with respective financial institutions officials
• Every month Progress report send with pictures
• In beginning of projects regular weekly reports of the agmt and payment status to be submitted to channelise things
• After analyzing electrical layout several clients need extra changes a copy of the formulated extra work list is initially send to site and engg section. Once the cost obtained, client is informed, confirmation got after numerous emails and phone calls and information send to site.
• Assure electrical alteration confirmation before each floor casting starts and in case of late bookings as much as is possible in the current stage.
• Whenever an extra work is suggested the feasibility is checked then and there and conveyed to client
• Extra work reworking for each client arises several times and each time a cumulative list is to be send
• Regular follow-up with site regarding extra work confirmation details of client requests
• Site visits with clients , be it Nri or local clients happens during their visit to Cochin
• Information regarding finishes, sanitary fittings etc send and confirmations taken from clients after tremendous follow up.
• Obtain deposit breakups from BM when 75% work is over and intimate clients. Often includes a series of mails explaining each item
• When client does not go for standard finishes CRE has to go with them to select tiles sanitary fittings etc. In case of NRI clients this involve sending scanned pictures of brochures of these items, checking availability of client selection with stockists and ensuring purchase. If this is purchased by Skyline this involves follow up at site for purchase order issue and follow up of Purchase dept and stockists for purchase of the sufficient qnty of the particular selection.
• When 80% payment is through forward the Agreement details for sale deed registration, regularly follow this up, verify the draft and once the registration is over file the copy of sale deed, bill of registration expenses etc.
• Introduction given to client on interiors dept

IV After construction is over

• Once completion over the marketing inspection is done and rectification points intimated at site and seen that these rectifications are done
• Follow up with site and eng. Section to get extra works bill
• Formulate final bill
• Get pictures of the interiors of each individual apt
• Send the pictures and final bill to client and ask them to settle dues and take over possession after joint inspection
• Introduction given to client on after sales dept, Skyline Systems and promoting skyline interiors.

V At handing over

• Paper works like final bill copy, handing over letter, Sale deed if required to be given request given to BM, after notarization the same kept ready with covering letter and joint inspection format with client details filled.
• Flower Bouquet arranged from florists, camera kept ready, clock and key box collected from BM
• Client or the authorized person on clients behalf taken to site for joint inspection points noted down with signature of the client, site engineer and CRE and forwarded for implementation
• Settling of dues by client. Sometimes done after thorough examination of payment details and arguments by client .Receipts are given then itself
• Handing over keys by a senior official, photographs taken and these are send to client either by mail or post
• Taking Client for lunch

VI After Handing Over

The client always approaches the CRE for anything regarding their apt such as:

• Building no: Tax receipts.
• Any quality problems as cracks, leak etc, which is intimated to Project Manager through BM
• Current and water connection
• Rentals and resale which is also forwarded to After Sales
• Availing Prior docs in case of Resale
• Incase of villas extension works
• If Interior works have to be executed the client first approaches CRE
• Several informations to be furnished for the commercial dept at various stages
• Supporting activities during association formation