Objective :

To establish a functional expertise in customer care department for understanding construction stages / Planning schedules /Aspects of Design in various ongoing projects that impact the customer expectations and experience. The primary objective is to provide a superior experience post purchase till possession of the unit.

Key Responsibilities :

- Will be a part of CRM team taking ownership of tracking developments (from project initiation to project completion. Change the know how and assessment of construction stages by Customer Care from reactive to proactive in keeping with the overall brand promise.

- Ensuring parity in pre-buying & post buying stages. / Expectations of customers.

- Must provide feedback to customer care team on Fortnightly basis to ensure and minimise negative impact on the customer and setting the right expectations internally and externally through RMs

- Responsible for Liasioning, Managing, coordinating and enhancing all touch points in Construction / Planning / Design / Possession/ Operations strategy departments and ensure the timelines of completion / reasons of delay if any are derived correctly and communicated proactively to respective stake holders in CC

- Coordinating for Initiation of corrective actions / measures to be taken with related departments to ensure adherence to our commitment to customers.

- Consolidation of Market information and submission of monthly report on construction stages / timelines of competing projects in the nearby vicinity of our projects

- Preparation of internal communication, in coordination with CFT Manager Marketing communication and Branding to educate and inform the RM teams on the construction stage/ market scenario, competitor product status and offerings.

Activities :

- Coordinate with Construction Teams at HO and respective sites Submit Monthly Site visit Reports on construction stage/progress made across all projects at Mumbai/ Hyderabad /Pune.

- Coordinate with Design for understanding and assessment of changes made is any and helping the customer care teams understand the reasons for the same for addressing Customer concerns. Be vigilant and inform stakeholders in CC proactively if any changes are introduced by Design by constantly liasioning with the design team .

- Coordinate with Planning Department for understanding of the progress being made and coordinate for Architect certificates and communicate the construction stages reached for all projects to respective BAU Teams vide sharing of MIS on construction stages reached Project wise / Tower wise / Amenities wise .

- Maintaining the status of approvals received /pending vis a vis construction in coordination with CFT Manager Legal /Taxation/Accounts / Liasioning

- Coordinate with Possession Site Team and help in coordinating some aspects required to be addressed by HFM and Construction teams for smooth customer experience.

- Communicate and Coordinate with PIC/ TL / RMs

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