Executive /SE- CRG

Job description

Role & responsibilities The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues) Customer Complaints Redressal • Analyze customer needs and feedback and ensure continuous refinements in the services offered • Monitor the daily grievances and escalations received from customers • Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries • Coordinate with other functions to resolve customer issues • Liaise with Facilities team to highlight any customer issues during snagging and de snagging • Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries • Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs Customer Collections • Ensure to keep the customer well informed and updated on project status • Coordinate with customers for every upcoming milestone payments by sending the pre-intimations as per the internally defined SOPs • Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments • Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team • Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines Position Requirements Qualification: Graduate or Post Graduate in any discipline Experience: 3 to 8 years of relevant experience Critical Skills: • Prior Real Estate experience • Prior Customer Relationship management exposure (preferred) • Working knowledge of software such as CRM systems, SAP • Basic computer skills like MS word/ Advanced Excel/ PPT