Key Responsibilities
This position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.
- Timely customer query resolution
- Monitor Sales receivables collections and active follow-ups
- Completeness and comprehensiveness of data and documentation
- Productivity of Back Office/ customer care team
- Timely despatch of documents
- Coordination with centralized marketing team
Strategic
- To conceptualize & identify opportunities to create and implement customer delight
Operational
- Customer Life Cycle Management.
- CRM update on daily basis of all the activities.
- Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
- Analyze and report weekly over dues.
- Follow set processes for generation of demands, reminders for the milestone raised
- Ensure uniform customer experience through standardized processes
- Handhold the customer through the post sales process upto possession.
- Ensure feedback given to the management in order to keep track of customer deliverables
- To ensure complete and comprehensive documentation of all customer related records
- To ensure prompt dispatch of receipts for customer payments/ documents received
- Responsible for collections for all payments due and overdue, maintaining low debtors.
- Follow up with customers for timely collections & recoveries etc.
- Handling & counseling of cancellations, interest payments etc.
- Timely escalation of cancellation cases ensuring customer retention.
- Timely escalation of issues/cases where management's approvals are required
- To ensure adequate support to customers for assistance in bank loans, registration of property
- Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
- .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
- To lead and implement customer delight initiatives e.g. welcome kits for new customers, prompt allotment letters
Support to Sales & Marketing
- To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
- To support the sales team in selling forms to prospective customers for projects in the region
- To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
