Key Responsibilities
Customer Relationship Management
- Build and maintain strong relationships with customers throughout the project lifecycle.
- Serve as the primary point of contact for customers after booking until project handover and beyond.
- Ensure timely communication regarding project progress, payment schedules, documentation, possession, and other milestones.
- Maintain regular customer engagement through calls, emails, meetings, and site visits.
Customer Service & Complaint Resolution
- Receive, track, and resolve customer complaints and service requests within defined timelines.
- Coordinate with Construction, Sales, Legal, Finance, Interior Design, and Maintenance teams to ensure prompt resolution.
- Escalate critical issues to management and ensure timely closure.
- Maintain detailed records of customer interactions and complaint resolutions.
Customer Communication
- Prepare and circulate project updates, newsletters, possession schedules, and customer advisories.
- Organize customer meetings, project walkthroughs, possession events, and handover sessions.
- Ensure all customer communications are professional, accurate, and timely.
Documentation & Handover Coordination
- Coordinate documentation required for registration and possession.
- Ensure customers complete all financial and legal formalities before handover.
- Coordinate with internal teams for snag rectification before possession.
- Facilitate smooth apartment/villa handovers.
CRM Operations
- Maintain accurate customer records in the CRM system.
- Generate periodic reports on customer satisfaction, complaint status, and pending issues.
- Monitor service request turnaround times and recommend process improvements.
- Ensure compliance with company SOPs and customer service standards.
Customer Satisfaction
- Conduct customer feedback surveys during various project stages.
- Measure Customer Satisfaction (CSAT) and recommend improvement initiatives.
- Identify recurring customer concerns and work with departments to implement corrective actions.
- Promote a customer-first culture across the organization.
Coordination & Collaboration
- Liaise with Sales, Projects, Finance, Legal, Procurement, Interior Design, and Facility Management teams.
- Ensure seamless coordination between departments to enhance the customer experience.
- Support cross-functional initiatives aimed at improving service quality.
Team Management
- Lead and mentor Customer Relations Executives.
- Allocate responsibilities and monitor team performance.
Pay: ₹50,000.00 - ₹75,000.00 per month
Benefits:
- Leave encashment
- Provident Fund
Work Location: In person
