Job Title

Strategic•Coordinate with other functions on critical customer queries•Ensure a consistent level of service quality•Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experienceOperational•Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care•Ensure the welcome call to the customer is made for onboarding of customer post sales•Ensure complete and comprehensive documentation of all customer related records•Ensure data entry and detailed filing of all customer documents received•Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule•Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues•Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team•Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)•Ensure timely collection from customers as per payment schedule•Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same•Drive additional sales from existing customers through repeat booking/upgrade/referrals•Ensure compliance to Customer Care processes and Legal and statutory guidelines•Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers•Provide inputs to management based on MIS data and customer requirement & feedback•Responsible for activities such as project updates, payment reminders, arranging for site visitsInternal & External Interactions Internal: Regional Head Marketing & Sales, Project Management Group, Regional Head- Finance, Regional Legal, Estate, Sales Team External: Customers and outsourced partnersEducation & Experience Requirement:•Graduate in any stream•3 to 8 years of experience in Customer Relationship Management•Prior experience in Real Estate / customer service industries is desirable