Crm Associate

JOB DESCRIPTION SECTION I BASIC INFORMATION ON THE POSITION UJR Name Relationship Manager Low Designation Role name Thane Function Sales Marketing Sub Function CRM Band 5 Manager Individual Contributor Individual Contributor SBU Realty Location Thane UJR Code SECTION II ORGANIZATIONAL RELATIONSHIPS Direct Reporting Indirect Dotted Reporting Next Level or Skip Level Supervisor Manager Head CRM Immediate Supervisor Manager Relationship Manager High Position Relationship Manager Low Number of positions reporting to the role NA Position titles of reportees NA SECTION III PURPOSE OF THE ROLE The role holder is responsible for end to end customer service through phone calls and emails for all projects SECTION IV KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE - End to end customer service through phone calls and emails - Invoicing and SAP assistance - Collections as per AOP using all communication channels - Queries resolution using SFDC tool - Proactive communication - Retention of the cancellations registration assistance DMS assistance o Registration assistance - Any other official responsibility as per the department s requirement SECTION V KEY RESULT AREAS Key performance goals for the role Critical outcomes of a job contributing to the organization s and role s success Weightage should add up to100 AOP VS Collections and reduction in outstanding - Collection as per AOP is critical for positive Net Cash Flow - Engaging with customers to understand and track reasons for non payment and find a workable solutions - Basis the opening balance the billing projection for existing customers and new booking is to be planned and accordingly outstanding is to be reduced - TDS collection and collection of form 16B on time - Timely reconciliation of unidentified credits 30 Onboarding and SDR Collection - Timely welcome call and completion on onboarding of the process - Follow up for the SDR challan generation and manage Registrations on time 15 SOP Adherence Process correction - All customer payment reminders to be sent on time - 100 usage of Web Consol - All interactions are to be captured in SFDC - Cases to be closed within TAT - Creation of policies as a process improvement and take it further for approval - All cases reflecting in SFDC to be closed within TAT - Cross functional co-ordination with other departments 25 Cancellation reduction Referral bookings - Retaining customers through solution oriented approach is critical for prevention of termination as well as the customer initiated cancellations 15 Overall CSAT score improvement and customer engagement initiatives - proactive communication - Prompt revert to the customer queries - CSAT survey to get filled from the customers if not submitted 15 TOTAL 100 SECTION VI FINANCIAL ACCOUNTABILITY GEOGRAPHICAL SCOPE as applicable Financial Accountability with exclusive authority Geographical Scope PAN India SECTION VII KNOWLEDGE EXPERIENCE SKILLS AND ABILITIES Education Qualification B Com Technical Professional Knowledge required What someone NEEDS TO KNOW Should be fluent in Spoken and written English and local language Should be well versed with MS office and Excel Knowledge of SAP SFDC preferred not mandate Experience required What someone NEEDS TO HAVE DONE Must have 2-4 years expeirence Must have real estate construction industries experience Essential RLC for the role Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE Drive Results Active Collaboration Customer Empathy Personal Attributes required Personal qualities motivations and preferences likely to enhance performance in the role Self Starter Assertive Evaluative Insightful Influencing Detail conscious Logical Decisive Domain Functional skills required Execllent communication skills- oral and written Attention to detail Logical reasoning Sound judgment Perspective on risk Interpersonal skills SECTION VIII KEY INTERACTIONS Internal Key interactions within the organization Nature or purpose of interaction HOD Assistant Manager Suggestions and approvals External Key Interactions outside the organization Nature or purpose of interaction Customer For work completion