Manager - CRM

Job Description

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 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 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. *Immediate Joiners Preferred*