Manager - CRM

4 days ago

Pune, Maharashtra, India Puravankara Full time ₹ 9,00,000 - ₹ 12,00,000 per year
  • Will be the customer interface as the first point of contact
  • Conduct the welcome call for every new customer
  • Resolve day-to-day queries. Strive for maximum closure on real time basis
  • Effectively handle customer feedback and complaints
  • Ensure timely closure of complaints with necessary back-end coordination
  • Collections and follow ups based on the monthly target, including
  • Ensure Demand calls
  • Pre-due date calls
  • Follow up reminder Calls/Emails
  • Highlight defaulters and other risks well on time
  • Final Collection closure
  • Supporting the Customer Care head with insight on customer expectations and issues vis--vis product and customer service delivery
  • Adherence as per the SOPs. Inputs and support in preparing monthly reports & MIS
  • Keeping a check on the outstanding status of collection from customers
  • Assist the bank approvals for the project with regards to housing loan
  • Checking various client related documents before execution
  • Providing housing finance assistance as per customer requirements
  • Execution of agreement for sale or equivalent
  • Coordinate with accounts for reconciliation and to avoid accounts related issues in Customer Care systems
  • Effectively manage customer expectations for visits and handover
  • Attending customer related meetings if required.
  • Having an on the ground information about projects through regular site visits.
  • Participate and assist the Customer Care head in engagement events for the residents at the projects
  • Adherence to schedule during pre-handover & handover timing
  • Responsible for effective handover experience
  • Facilitate smooth transition for customer post-handover
  • Highlight specific escalations to Customer Care head for post-handover concerns
  • Facilitate complete customer documentation and formalities for condominium formation
  • Understand customers Customization requests and follow up with the engineering team to ensure its completion.
  • Maintain regular communication with the customers with regards to progress of construction work, customization of flats, and possession of flats in coordination with the Sales Department.
  • Handling customer escalation and ensuring satisfactory closures at the first level.

*Immediate Joiners Preferred*

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