CRM (Real Estate)

JOB DESCRIPTION

Purpose of the role

Responsible for mapping the entire post sales process and managing customer relations.

Key Responsibilities

Customer Interactions :

• Formulating standard formats and sequence for email responses to customers.
• Educate the customers about referral scheme to help with references.
• Maintaining good relationship with existing customers and extract referrals.
• Implementing automation data for easy representation to team members.
• Validating the subvention scheme reimbursements & ensure timely payments are made to customers.
• Ensuring flat related customer concerns are attended on time. Addressing customer grievances.

Collections :

• Monitoring and taking appropriate actions for recovery of payments from customers.
• Review outstanding amount data, understand gaps, and support the team to achieve collection targets.

Booking Audit

• Booking audit on source of sale made, booking rate, whether CP involved, sales executive involved, whether under subvention/other financial scheme.
• Ensuring proper demographic data is captured in booking forms.
• Analyze demographic data and provide feedback to marketing team on customer profile of booked customers.

Construction Progress :

• Monitoring site construction progress & ensuring timely demands are sent to customers.
• Construction updates to customers on monthly basis

Channel partner :

Onboarding new Channel Partners by entering into appropriate agreements and ensuring timely payments by following up for invoices from CPs and Accounts department.

Registration Possession & Post Possession Role – Up to Final Handover
.

·       Managing registration related documents and processes.

·       Verify final settlements of customer accounts before handover

·       Ensuring post registration the sale deeds are sent to respective bankers.

·       Monitor customer complaints pre / post handover of units.

·       Organizing GBM and project handover to association.

Customer Interface

• Customer interactions and gaining confidence of all home buyers.
• Understanding customer sentiments and advising customers on the entire process till possession (on escalation time).
• Advise customer on internal flat modifications requirements within the given scope.
• Resolving home loan approval related delays / issues by co-ordinating with the bank and customer.
• Addressing customer concerns and giving proper solutions.
• Attend escalation calls / meeting with customers on grievances.
• Take customer feedback on processes, time taken and the entire customer experience right from booking to possession.

INTER department CO-ORDINATION

• Finalizing Agreement formats, floor plan, annexures etc that go as part of the agreement signed with customers.
• Reconciling customer payments with accounts team.
• Ensure the customer collections are received from accounts team every day.
• Coordinating with accounts team to ensure the reimbursements and refunds are made in line with customer agreement.
• Coordinating with legal team to ensure the legal documents shared with customers are up to date.
• Coordinating with Accounts team and external banker for Project NOCs.
• Coordinate with Liaison team for Registration facilitation.

Reports

• Creating / sending monthly, weekly and Daily reports as required by HOD.
• Updating statutory related reports (RERA) from time to time.

Qualifications & Experience:

• Bachelors or Master's Degree in Marketing, Business Administration, or related field.
• 5-7 years of experience in Sales, Marketing, or CRM within the Real Estate industry (Bangalore)
• Proven track record in achieving sales targets and managing customer portfolios.
• Microsoft Excel and Word skills should be excellent
• Knowledge of bank documentation process
• In depth understanding on legal documents, agreements & other documents.
• Good understanding of statutory charges and requirements.
• Start to end process of CRM.
• Proficiency in Multiple Languages.