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Customer Relationship Management Manager

3 months ago

Bengaluru, India Tata Realty And Infrastructure Ltd Full time

Strategic

Coordinate with otherfunctions on critical customer queries

Ensure a consistent level of servicequality

Make waivers up to a definedallowable limit (e.g.waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience


Operational

Coordinate with the salesteam to ensurethat all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care

Responsible for leading the Post Sales CRM Operations, payments and collections.

Ensure the welcomecall to thecustomer is madefor onboarding of customer postsales

Ensure complete andcomprehensive documentation of all customer related records

Ensure data entryand detailed filingof all customer documents received

To identify the discrepancies and keep them into the notification of the Management at the right time.

To prepare various reports on daily, weekly, quarterly and monthly basis.

Excellent communication and interpersonal skills.

Ensure TAT forCustomer documentation suchas 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 andaccurate responses to customer service requests (Complaint/ request/ query)

Ensure timely collection from customers as per paymentschedule

Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimize the same

Drive additional salesfrom existing customers through repeat booking/upgrade/referrals

Ensure compliance to Customer Careprocesses and Legaland statutory guidelines

Implement ‘customer delight’ initiatives – e.g.welcome kits fornew customers

Provide inputs to management basedon MIS dataand customer requirement & feedback

Responsible for activities such as projectupdates, payment reminders, arranging for sitevisits


Internal & External Interactions

Internal: Regional HeadMarketing & Sales,Project Management Group,Regional Head- Finance, Regional Legal, Estate, Sales Team

External: Customers and outsourced partners


Education & Experience Requirement:

Graduate in any stream

12 years of experience in Customer Relationship Management

Prior experience in Real Estate/ customer serviceindustries is desirable