Manager - CRM

Job Description

Location - BKC
Business - Residential Business

Job Description

•    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
o    Ensure Demand calls
o    Pre-due date calls
o    Follow up reminder Calls/Emails
o    Highlight defaulters and other risks well on time
o    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 customer’s 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 5 – 8 years of progressive work experience CRM and working with reputed real estate developer. 
•    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

Competencies