Manger- CRM

6 days ago

New Delhi, India Tata Realty And Infrastructure Ltd Full time

Strategic • Coordinate with other functions on critical customer queries • Ensure a consistent level of service quality • Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience Operational • Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care • Ensure the welcome call to the customer is made for onboarding of customer post sales • Ensure complete and comprehensive documentation of all customer related records • Ensure data entry and detailed filing of all customer documents received • Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule • Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues • Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team • Ensure timely and accurate responses to customer service requests (Complaint/ request/ query) • Ensure timely collection from customers as per payment schedule • Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same • Drive additional sales from existing customers through repeat booking/upgrade/referrals • Ensure compliance to Customer Care processes and Legal and statutory guidelines • Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers • Provide inputs to management based on MIS data and customer requirement & feedback • Responsible for activities such as project updates, payment reminders, arranging for site visits Internal & External Interactions Internal: Regional Head Marketing & Sales, Project Management Group, Regional Head- Finance, Regional Legal, Estate, Sales Team External: Customers and outsourced partnersEducation & Experience Requirement: • Graduate in any stream • 3 to 8 years of experience in Customer Relationship Management • Prior experience in Real Estate / customer service industries is desirable

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