Key Roles & Responsibilities1. Customer Relationship Management
- Act as the primary point of contact for customers after booking.
- Build and maintain strong relationships with customers throughout the project lifecycle.
- Ensure timely and professional communication via phone, email, WhatsApp, and meetings.
- Deliver a high standard of customer service to enhance customer satisfaction.
2. Customer Onboarding
- Welcome customers after booking and explain the post-sales process.
- Verify customer documentation and KYC records.
- Coordinate execution of booking forms and agreements.
- Ensure all customer information is accurately updated in the CRM system.
3. Collections Coordination
- Track payment schedules as per the construction-linked or time-linked payment plan.
- Send payment demand letters and reminders.
- Coordinate with Finance and Sales teams for payment collections.
- Follow up on overdue payments and maintain collection records.
- Assist customers with payment-related queries.
4. Documentation
- Coordinate execution and registration of Sale Agreement and Sale Deed.
- Ensure all legal and statutory documents are complete.
- Maintain digital and physical customer files.
- Coordinate with legal and finance departments for documentation.
5. Customer Query & Complaint Resolution
- Register customer complaints in the CRM system.
- Coordinate with Engineering, Projects, Finance, Legal, and Sales teams for resolution.
- Ensure complaints are resolved within agreed turnaround times (TAT).
- Keep customers informed on the progress of their requests.
6. Possession & Handover
- Coordinate possession scheduling with customers.
- Arrange pre-possession inspections.
- Ensure snag lists are addressed before handover.
- Prepare possession documentation and obtain customer acknowledgments.
- Coordinate key handover and final documentation.
7. RERA & Compliance
- Ensure all customer communications comply with RERA regulations.
- Maintain records required for statutory audits.
- Support documentation for regulatory inspections.
8. CRM System Management
- Update customer records in the CRM software.
- Maintain customer interaction history.
- Generate reports on collections, complaints, and customer feedback.
- Ensure data accuracy and confidentiality.
9. Coordination with Internal Departments
- Work closely with Sales, Finance, Legal, Projects, Engineering, and Marketing teams.
- Ensure seamless coordination for customer requests and project updates.
- Escalate unresolved issues to the CRM Manager.
10. Customer Engagement
- Organize customer events, project updates, and engagement activities.
- Conduct customer satisfaction surveys.
- Collect and analyze customer feedback to improve services.
Pay: ₹400,000.00 - ₹600,000.00 per year
Benefits:
Work Location: In person
