JOB DESCRIPTION

Job Title CRM-Site

Sector/Function Real Estate

Department CRM

Reports to Head-CRM

Key Responsibilities

Job Purpose

To successfully manage customer relations by being a liaison between the company/client and the customer. To handle the unit modification requests, taking approvals and timely execution of such requests. Retention of existing customers through improved service and support. Identifying Cross-selling and up-selling opportunities. Building a strong reputation for the brand and company.

• Maintain regular communication with the customers with regards to progress of construction work, customization of flats/units, and possession of flats/units in coordination with the Sales Department.
• Understand customers customization requests, liaise with project team for design approvals and follow up with the engineering team to ensure its timely execution and completion.
• Estimate the scope of modifications, get the quotation for the additional cost involvement if any for such executions from the projects/engineering team and communicate the same to the customers. Maintain a proper individual records of such modifications.
• Handling customer escalation and ensuring satisfactory closures at the first level. Build and maintain relationships with the entire customer base assigned.
• Weekly/Fortnight/Monthly Updation of site progress to the CRM team, enable the team to raise the demand letters to the customers in line with progress. Ensure timely closure of complaints with necessary back-end coordination.
• Resolving customer queries, addressing the issues highlighted by the customers through call or in person.
• Responsible for Customer Satisfaction and high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements, resolve day to day queries.
• Attending customer related meetings if required. Analyze the issues and provide appropriate solutions.
• Having on the ground information about projects through regular site visits. Building and maintaining profitable relationships with key customers.
• Ensure Demand calls, pre-due date calls, follow up reminder Calls/Emails, Highlight defaulters and other risks well on time, Final Collection closure.
• Inputs and support in preparing monthly reports & MIS and closely work for Preparation of Final work Report.
• Attending customers who visit site/HO with their queries to resolve and ensure 100% satisfactory with the adequate resolution to the query.
• Keeping a check on the outstanding status of collection from customers against work progress.
• Adherence to schedule during pre-handover & handover timing. Responsible for unit inspections and effective handover experience, facilitate smooth transition for customer post-handover.
• Managing post booking customer services till delivery /possession stage. Ensure complaints are resolved within TAT and escalate when necessary. Ensures that customers receive the quickest service possible.