BBCL - Client Relation Management Role

Client Relation Management

- Customer profiling and mapping customer needs to solutions

- Negotiation, Preparation and Execution of annual maintenance contract for the initial period after handover of units

- Single point complaint resolution and pro-active communication with customers on common issues

- Maintaining & enhancing existing client relationships

- Review customer complaints handling and corrective action taken by CRM executives.

- Monitor CRM executives taking modifications/ customisation requests from customers and processing of the same.

- Coordinate with Assistant Mgr projects to get regular updates on construction status and communicate that to CRM executives (project wise)

- Update CRM Manager on project status and highlight deviations from actual.

- Co ordinate between Assistant Manager Sales & Asst Project manager at the time of handover and communicate changes to schedule, etc to the CRM executives.

- Performance Management, Mentoring and Corrective Coaching

- Plan the duty roster, train and mentor CRM executives

- Generate reports on customer escalations, customer handling, etc monthly

- Heading the entire back end operation for all the residential projects (from post booking to handing over the apartment).

- Coordinating with sales & if required closing the deal.

- Review the sale status, availability, enquiry analysis, payment status & documentation status of all projects in hand and alert CRM manager of any issues (red flags)

- Effective result oriented interactions with customers for post sales work.

- Know all customer details (apartment Number, Marketing Executive, any commitments made at the time of booking) and send introduction letter to the new customer.

- Call new customers & welcome them to the BBCL Family, collect information needed for our database and ensure customer database maintenance in the ERP software

- Answer all customer calls & reply to all customer emails in a timely manner.

- Following up with the sales & accounting department and resolving the customer's queries like receipts and agreements.

- Closely coordinate with customer and legal dept for fixing the time for signing of the sale deed and assist customers with their registration. Sending Confirmation mail to the customers with date, time and venue of their registration.

- Get clarifications from customer regarding their special request especially electrical requirements and reminder customer to complete their customization process before the cut-off time.

- After the expiry of the cut-off period intimating customers who have not used the facility that default specification shall be followed.

- Coordinating with projects team for updating the modified plan for that apartment in the ERP

- Coordinate with Assistant Project manager to get cost estimate for customization

- Communicate to the customer the cost involved for customization and receive approval

- After approval, update the ERP regarding customization details along with the additional cost for it.

- Send regular construction update to CRM executives.

- Maintaining a Guest book and collecting feedbacks from the customer when they walk-in to the office and get customer profile they come for personal meetings.

- Sending Birthday and Wedding day greetings to the customer and their family members as well as sending New Year wishes & sending email wishes on festival occasions.

- Update changes to customer information in ERP and notify Legal and Accounts department

Salary offered: 8 - 10 LPA