Deputy Manager - CRM

Strategic

• Coordinate with other functions on critical customer queries.

• Ensure a consistent level of service quality.

• Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience.

Operational

• Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care

• Ensure the welcome call to the customer is made for of customer post sales

• Ensure complete and comprehensive documentation of all customer related records 

• Ensure data entry and detailed filing of all customer documents received

• Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule

• Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues

• Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team

• Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)

• Ensure timely collection from customers as per payment schedule 

• Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same

• Drive additional sales from existing customers through repeat booking/upgrade/referrals

• Ensure compliance to Customer Care processes and Legal and statutory guidelines

• Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers

• Provide inputs to management based on MIS data and customer requirement & feedback 

• Responsible for activities such as project updates, payment reminders, arranging for site visits