CRM Executive/Assistant Manager

3 weeks ago

PunePimpriChinchwad Area, India Kolte Patil Developers Full time

Responsible for Post sale activities, Agreement registration, Collection, Customer grievances handling

CRM function, MIS handling, Team management, Handling co-ordination activities with internal & external

stakeholders, Control and Review on System Input data, Customer grievances handling

Key Roles and Responsibilities

Welcome Call and Onboarding:

  • Conduct welcome calls to new customers, introducing them to the company and the property they have purchased.
  • Provide a warm and friendly experience, addressing any initial queries or concerns.
  • Collect necessary information from customers, such as contact details and preferences, to update the CRM system.

Customer Relationship Management:

  • Manage customer interactions and relationships throughout the project lifecycle.
  • Ensure timely and effective communication with customers, addressing their queries and concerns promptly.
  • Coordinate with various internal teams, such as sales, marketing, construction, and customer service, to provide seamless customer experiences.
  • Update customer records and interactions in the CRM system, maintaining accurate and up-to-date information.

Progress Updates and Documentation:

  • Provide regular updates to customers regarding the progress of their property, including construction milestones, approvals, and timelines.
  • Document all relevant communications, agreements, and changes to customer requirements.
  • Collaborate with internal teams to ensure the delivery of promised amenities, features, and customization options.

Handover and Possession:

  • Coordinate the handover process, ensuring a smooth transition from construction completion to possession.
  • Arrange and conduct property inspections with customers, addressing any snags or issues.
  • Facilitate the necessary paperwork and legal formalities related to possession and transfer of ownership.

Collection and Payment Management:

  • Monitor and track customer payments, ensuring adherence to payment schedules.
  • Coordinate with the finance department to generate payment reminders and follow up on outstanding payments.
  • Address customer queries related to billing, payment plans, and financial aspects of the purchase.

Customer Satisfaction and Retention:

  • Proactively address customer concerns and complaints, working closely with customer service teams to provide timely resolutions.
  • Conduct customer satisfaction surveys and gather feedback to identify areas for improvement.
  • Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.

Education and Experience

  • Postgraduate in Business management / Bachelors in any discipline.
  • 3+ years of experience in CRM, preferably in the real estate or construction industry.
  • Proficient in Microsoft Office, SAP and CRM software.
  • Ability to work independently.
  • Knowledge of real estate and construction industry trends and best practices.

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