Executive - Customer Experience

2 months ago


Pune, India Mahindra & Mahindra Ltd. Full time

Executive - Customer Experience

**Date**:29 Aug 2023

**Location**:Pune

**Company**:Mahindra Lifespace Developers Ltd.
Job Purpose
- Ensuring customer delight through the services rendered. Building and maintaining profitable relationships with the customer. Resolving customer complaints quickly and efficiently.
- Principal Accountabilities
- 2. Address queries about Agreement Registration and procedure.
- 3. Follow up on stamp duty and registration payments.
- 4. Coordinate with registration consultant for agreement registration.
- 5. Update SDR dates on SFDC.
- 6. Handle retention, assist with stamp duty payment.
- 7. Make outbound calls, build relationships with customers.
- 8. Provide NOC/ROC, Demand Letter, Payment Receipt to Bankers/Customers.
- 9. Manage customer disputes, update SFDC.
- 10. Assist customers with project visits and updates.
- 11. Coordinate with Office Assistance for agreements/payment pickups.
- 12. Update Collection and Possession dates.
- 14. Handle documentation and support post-sales.
- 15. Coordinate inter-departmentally on various matters.
- 16. Review and update comments on SFDC.
- 17. Follow up on flat readiness and possession scheduling.
- 18. Prepare possession documents, obtain customer completion.
- 19. Coordinate flat customization per policy.
- 20. Organize activities/events for existing customers.
- 21. Send pre-cancellation and cancellation letters on time.
- 22. Handle customer concerns/disputes until possession.
- Performance Measure of Success
- Individual Accountability
Adherence to the TAT for completing the welcome calls.
- Registration completion within the due date
- SR closures within the TAT
- Regular follow-ups for Payment Collections and ensure payments are received within due date.

**Shared**
**Accountability**
- AFS sharing with customers-in co-ordination with BO
- Ensuring the flat readiness to schedule the registration
- In co ordination with FM
- Key Relationships
- External

Internal
- Customers and Bankers
- All the cross functional teams (Collections, FM, Sales, Projects, Finance, Marketing, IT)

Qualification

Experience
- Graduate in any stream

2-6 years’ experience in the CRM function

Real Estate experience preferred



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