- 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 on boarding of customer and complete Sale Login within TAT
- 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 current 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
- Ensure timely completion of Possession and Deed Registration activity for customers.