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