Manger- CRM

6 days ago

Bengaluru, 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 partners

Education & 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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