Senior Executive - 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 onboarding 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