Executive/Sr. Executive Customer Relationship Management

Your Roles and Responsibilities:
The incumbent will be responsible for end to end customer relationship journey & NPS
(Managing all aspects of after-sales relationship post the booking stage through ensuring
timely sale related documentation, collections, and resolution of customer issues)

Customer Complaints Redressal
 Analyze customer needs and feedback and ensure continuous refinements in the services offered
 Monitor the daily grievances and escalations received from customers
 Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries
 Coordinate with other functions to resolve customer issues
 Liaise with Facilities team to highlight any customer issues during snagging and de-snagging
 Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries
 Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs

Customer Collections
 Ensure to keep the customer well informed and updated on project status
 Coordinate with customers for every upcoming milestone payments by sending the pre-intimations as per the internally defined SOPs
 Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments
 Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team
 Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

Position Requirements
Qualification: Graduate or Post Graduate in any discipline
Experience: 3 to 8 years of relevant experience

Critical Skills:
 Prior Real Estate experience
 Prior Customer Relationship management exposure (preferred)
 Working knowledge of software such as CRM systems, SAP
 Basic computer skills like MS word/ Advanced Excel/ PPT

Behavioural
 High level of emotional and social awareness
 Strong customer centricity
 Very strong communication and interpersonal skills (Excellent Communication skills
(Verbal , Written and Listening)
 High level of ability to influence stakeholders

Reporting Structure
The role reports into Head of Site Customer Centricity team.