Assistant Customer Relationship Management Manager/ crm manager

Job description

Role & responsibilities • Will be the 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 • Ensure Demand calls • Pre-due date calls • Follow up reminder Calls/Emails • Highlight defaulters and other risks well on time • Final Collection closure • Supporting the Customer Care head with insight on customer expectations and issues vis--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 on the ground information about projects through regular site visits. • Participating in and assisting 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 customers 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: • Excellent Communication skills (Verbal , Written and Listening) • Confidence and ability to interact with 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