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Executive/Sr. Executive Customer Relationship Management

 Mumbai, Bangalore, Pune, New Delhi  3  1916

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Job Details

Company Real estate Company
Position Executive/Sr. Executive Customer Relationship Management
Required Experience 3-8 Years
CTC Open to Discuss
Location Mumbai, Bangalore, Pune, New Delhi
Job Code 1916
Posted On 31 Aug 2021
Application Deadline 30 Sep 2021

Skills


Customer Relationship

Description


Your Roles & 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.

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