Experience :

6 - 10 yrs of experience, especially in areas pertaining to Customer Relationship Management. The candidate should have at least 3 years of hardcore Real Estate customer service experience and been involved directly in the handover and post-handover experience.

Duties & Responsibilities : 

- Working with HR to ensure the right members are recruited in the CR team for the project and also ensure that existing team members are trained to effectively handle and manage customer communication, queries, and collections during the waiting, handover and post-handover process.

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

- Collating and providing customer complaints during and post-handover from systems to determine the areas which are critical from customers- perspectives; to highlight repetitive complaints to projects teams who can address expectations prior to handover.

- Motivating the team to perform at the highest standards of service and ensure that all due processes and systems are followed.

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

- Regulation, adherence & verification as per the SOPs

- Collating and preparing the details for the monthly reports & preparing the MIS

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

- Getting the bank approvals for the project with regards to housing loan.

- Getting the agreement for Sale ready, by coordinating with legal, architects and projects.

- Keeping a track in respect to accounts related issues.

- Attending customer related meetings if required.

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

- Organizing CR and engagement events for the residents at the projects

- Preparing the schedule during pre-handover & handover timing.

- Regular internal audits for the processes and documentation of the CRM activities

Functional Competencies

(a) Excellent Communication skills ( Verbal, Written and Listening)

(b) Knowledge of CRM systems and MS office

(c) Knowledge of legal aspects in Real Estate

(d) Basic understanding of construction concepts

(e) Knowledge of cash flow management, forecasting and budgets

Please note ONLY PUNE CANDIDATES CAN APPLY. 

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