Ocean Lifespaces India Private Limited | Customer Relations Manager
13 hours ago
Key Roles:
Responsible for ensuring customer satisfaction and service quality by managing grievances, overseeing timely responses, setting service standards, and collaborating with cross-functional teams like Sales, Marketing, and Engineering.
Analyze customer feedback to identify trends and areas for improvement to elevate the customer experience.
Key Responsibilities:
· Conduct welcome calls and emails post-sale, guiding customers on next steps and initial documentation.
· Ensure timely issuance of allotment letters, demand letters, and payment schedules by coordinating with relevant teams.
· Lead and motivate the team to meet and exceed payment collection targets, conducting regular training and daily meetings to address customer concerns and optimize collections.
· Maintain and regularly update the collection and due status for all customers, ensuring accuracy in records.
· Perform monthly reconciliations with the Accounts department and inspect demand letters for timely dispatch as per project stages.
· Inspect and validate sales documentation, including sale deeds and construction agreements, ensuring compliance before execution.
· Oversee customer-requested alterations in collaboration with the technical team and confirm the final cost sheet with all statutory taxes included.
· Negotiate with customers on delayed payment charges, addressing queries promptly to maintain customer satisfaction.
· Prepare end-of-month outstanding reports and ensure documentation of all legal and bank-related queries.
· Manage and oversee bank interactions, ensuring timely loan arrangements and payments.
· Educate and engage customers to generate interest and loyalty, actively communicating updates and product details.
· Keep meticulous customer databases and ensure consistent, proactive follow-up.
· Regularly update customers on construction progress, internal modifications, address their queries, and send timely payment reminders.
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