Deputy General Manager - CRM - Real Estate

KEY RESPONSIBILITIES:

Preferably 10-12 Years of experience in areas of Customer Relationship Management. The candidate should have at least 3 years of hard-core Real Estate Customer Service experience and have been involved directly in Customer Care operations.

KEY RESPONSIBILITIES:

- Will be the customer interface as the first point of contact.

- Conduct the welcome call for every new customer.

- Resolve day-to-day queries. Strive for maximum closure on real real-time basis.

- Effectively handle customer feedback and complaints

- Ensure timely closure of complaints with necessary back-end coordination.

Collections and follow-ups based on the monthly target, including:

- Ensure Demand calls

- Pre-due date calls

- Follow-up reminder Calls/Emails

- Highlight defaulters and other risks well on time.

- Final Collection closure

- Supporting the Customer Care head with insight on customer expectations and issues vis- vis product and customer service delivery.

- Adherence as per the SOPs.

- Inputs and support in preparing monthly reports & MIS.

- Keeping a check on the outstanding status of collection from customers

- Assist the bank approvals for the project with regards to housing loan

- Checking various client related documents before execution

- Providing housing finance assistance as per customer requirements

- Execution of agreement for sale or equivalent

- Coordinate with accounts for reconciliation and to avoid accounts related issues in Customer Care systems.

- Effectively manage customer expectations for visits and handover

- Attending customer-related meetings if required.

- Having on the ground information about projects through regular site visits.

- Participate and assist the Customer Care head in engagement events for the residents at the projects.

- Adherence to schedule during pre-handover & handover timing

- Responsible for effective handover experience

- Facilitate smooth transition for customer post-handover.

- Highlight specific escalations to Customer Care head for post-handover concerns.