Team Lead

9 hours ago

Delhi, Delhi, India Larsen & Toubro Full time

Key Responsibilities
This position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.

  • Timely customer query resolution
  • Monitor Sales receivables collections and active follow-ups
  • Completeness and comprehensiveness of data and documentation
  • Productivity of Back Office/ customer care team
  • Timely despatch of documents
  • Coordination with centralized marketing team

Strategic

  • To conceptualize & identify opportunities to create and implement customer delight

Operational

  • Customer Life Cycle Management.
  • CRM update on daily basis of all the activities.
  • Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
  • Analyze and report weekly over dues.
  • Follow set processes for generation of demands, reminders for the milestone raised
  • Ensure uniform customer experience through standardized processes
  • Handhold the customer through the post sales process upto possession.
  • Ensure feedback given to the management in order to keep track of customer deliverables
  • To ensure complete and comprehensive documentation of all customer related records
  • To ensure prompt dispatch of receipts for customer payments/ documents received
  • Responsible for collections for all payments due and overdue, maintaining low debtors.
  • Follow up with customers for timely collections & recoveries etc.
  • Handling & counseling of cancellations, interest payments etc.
  • Timely escalation of cancellation cases ensuring customer retention.
  • Timely escalation of issues/cases where management's approvals are required
  • To ensure adequate support to customers for assistance in bank loans, registration of property
  • Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
  • .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
  • To lead and implement 'customer delight' initiatives – e.g. welcome kits for new customers, prompt allotment letters

Support to Sales & Marketing

  • To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
  • To support the sales team in selling forms to prospective customers for projects in the region
  • To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams

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