Customer Relationship Management
- Act as the primary point of contact for customers after booking.
- Maintain professional and regular communication with customers.
- Understand customer requirements, concerns and expectations.
- Build strong and long-term customer relationships.
- Ensure customers receive timely and accurate information regarding their property.
B. Booking & Documentation
- Coordinate the customer booking process and ensure completion of required documentation.
- Verify customer KYC and other relevant documents.
- Maintain accurate customer records in the CRM system.
- Coordinate with Sales, Legal and Accounts teams for agreement and documentation requirements.
- Track pending documents and follow up with customers for timely submission.
C. Payment & Collections Coordination
- Maintain records of customer payment schedules and outstanding amounts.
- Send payment reminders and demand notices as per approved schedules.
- Coordinate with the Accounts/Finance team regarding customer payments.
- Follow up with customers for pending payments.
- Update payment status and customer records in the CRM system.
- Escalate delayed payments to the reporting manager as required.
D. Customer Query & Grievance Handling
- Respond promptly to customer queries through phone, email and other approved communication channels.
- Register and track customer complaints and service requests.
- Coordinate with concerned departments for resolution of customer issues.
- Ensure complaints are closed within defined timelines.
- Maintain proper records of complaints, actions taken and closure status.
- Escalate unresolved or critical issues to the CRM Manager/Management.
E. Coordination with Project Team
- Coordinate with Project, Civil, MEP and Quality teams regarding construction-related customer queries.
- Provide customers with approved project updates and information.
- Coordinate customer site visits wherever permitted.
- Assist in communicating construction progress and important project milestones.
- Ensure only authorized and verified information is shared with customers.
F. Agreement, Registration & Legal Coordination
- Coordinate with customers regarding sale agreements, registration and other legal documentation.
- Liaise with Legal and Documentation teams for pending requirements.
- Track agreement and registration status.
- Ensure customers are informed about important documentation timelines.
- Maintain proper records of completed and pending documentation.
G. Possession & Handover
- Coordinate the customer possession process.
- Prepare and maintain possession schedules.
- Coordinate with Project, Quality, Accounts and other departments for handover readiness.
- Communicate possession-related requirements to customers.
- Coordinate snag/defect reporting and closure before handover.
- Ensure required handover documents are completed and maintained.
H. Post-Sales Customer Support
- Handle customer requests after possession as per company policies.
- Coordinate with maintenance/facility and project teams for post-handover concerns.
- Track service requests until closure.
- Ensure timely communication to customers regarding the status of their requests.
- Maintain records of post-sales interactions and resolutions.
I. CRM System & MIS
- Update customer information, interactions, payment status, documentation and service requests in the CRM system.
- Ensure CRM data is accurate and updated on a regular basis.
- Prepare daily/weekly/monthly CRM reports.
- Maintain MIS related to bookings, collections, documentation, grievances, registrations and possession.
- Track pending activities and follow up with respective stakeholders.
J. Customer Communication
- Draft and send professional customer communications, notices, reminders and updates.
- Coordinate communication regarding payment schedules, project updates, registration, possession and other important milestones.
- Ensure communication is clear, accurate and aligned with company policies.
- Maintain proper records of important customer communications.
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Provident Fund
Work Location: In person
