Manager - Customer Relationship - Real Estate

Customer Relationship Manager-Real Estate

EXPERIENCE :

- Preferably 5 to 8 years of experience in areas pertaining to Customer Relationship Management. The candidate should have at least 3 years of hard core Real Estate Customer Service experience preferably handling in the Customer Care operations

KEY RESPONSIBILITIES :

- Person will be a bridge between Facility team and residents of the society .

- Resolving of issues and complaints with good communication and coordination.

- 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 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

- 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/sale deed 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 an 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

- Facilitate complete customer documentation and formalities for condominium formation

- Understand customers customization requests and follow up with the engineering team to ensure its completion.

- Maintain regular communication with the customers with regards to progress of construction work, customization of flats, and possession of flats in coordination with the Sales Department.

- Handling customer escalation and ensuring satisfactory closures at the first level.

DESIRED PROFILE :

- Excellent Communication skills ( Verbal , Written and Listening)

- Confidence and ability to interact customers internally and externally.

- Proficiency in Customer Care systems, MS Office (Word, Excel, Power Point)

- Basic knowledge of legal aspects in Real Estate

- Basic understanding of construction concepts