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Executive / SR. Executive - Customer Centricity

 Mumbai, Bangalore, Pune, New Delhi  3  1914

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Job Details

Company Real Estate
Position Executive / SR. Executive - Customer Centricity
Required Experience 3-4 Years
CTC Open to Discuss
Location Mumbai, Bangalore, Pune, New Delhi
Job Code 1914
Posted On 31 Aug 2021
Application Deadline 30 Sep 2021


customer ,centricity


Role Summary:
This role involves handling customer related process, MIS management, liaise with banks, external stake holders and ensure effective customer centricity in consonance with the business objective.
Role Specifications:
1. Customer related:
a) Be a part of the customer facing team. Complete ownership of all customers matters including all KYC, timely execution of all documentation with the customer post sale, Updating of system on all customer interactions as required from to time including despatch of documents, furnishing progress updates to customers from time to time, timely raising of bills
/ invoices through the system and ensure follow up with customer towards timely collections including TDS and Interest, Ensure Outstanding under specified limits. Ensure sending reminders to the customers as per SOP, resolve customer issues, handling escalations, wherever required raise flag and escalate to management.
b) Creating extremely superior customer experience across all customer touch points starting from on boarding the customer and across all communications; Effecting timely handover to customer, handle customer grievance / escalations and resolve them within agreed TAT ( Turnaround Time)
c) Execution of customer service request such as nominations, bank loans, registration of ATS, and other relevant documents.
d) Effectively communicating with customers.
e) Always work within the statutory framework like RERA and defined SOPs
2. Internal to the organization:
a) Provide MIS in time for management to advise & control matters effectively
b) Closely Liaise with various internal departments for ensuring timely execution of documentation, collections effective resolution of customer matters. Jointly work with them to provide full bouquet of services to customers, Help legal department with information data as required to effectively fight legal battles wherever required, participate in settling matters with the customers, whenever required, and follow all internal SOP's and Norms , give effective feedback to various departments for improvement of process and product, to align the organization with customer requirement and desired experiences as a feedback of evolution of customer taste and preferences
c) Referral lead generation.
d) Preparation of customer communications
3. Liaise with banks, other agencies as and when required for collections and all other matters as required.
4. Help cross functional departments, as required for preparation and value adds in documents / process.
Qualification & Experience:
Graduate with 3-4 years of relevant experience
Skills Required:
• Good communication skills (both written and oral)
• Good Convincing skills
• Able to handle system and complex data.
• Proper knowledge of MS office

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