Customer Support oversees project customization, execution monitoring, handover processes, documentation, parking management, facility maintenance, and reporting. They ensure customer satisfaction through productive coordination, timely issue resolution, and meticulous documentation while maintaining high standards of project execution and facility upkeep.
B.Tech /BE with a specialization in Civil Engineering or MBA
Relevant Experience
8 - 10 years exp in Real Estate in customer care
Key Behaviors
- Customer Communication (Communication in English, Telugu and Hindi Preferred)
- Knowledge of customer service principles and practices
- Excellent listening skills
- Attention to detail
- Great negotiation and problem-solving skills
- Teamwork and ability to work under pressure
Knowledge/ Technical Skills
- Knowledge of Microsoft Office
- Experience in collecting and analyzing data
- Excellent PowerPoint skills
- Strong aptitude
Roles and Responsibilities:
1. Operations
1. Customization Management:
- To address the customization request, forward the emails of the customer to the project team.
- Interact with customers for modifications, queries, and project updates.
- Assess customization feasibility with the Project Manager and update customers accordingly.
- Provide costing details for requested customizations and ensure timely collection before submission for execution.
2.
Execution Monitoring and Quality Assurance:
- Follow up and monitor the execution of customer-requested customizations with the project manager.
- Conduct joint inspections with the Project Manager for quality checks on completed apartments.
- Report identified snags promptly to the Project Manager for resolution.
3. Handover Process:
- Coordinate apartment readiness and checklist process for handover.
- Communicate readiness of apartments for interiors/Pooja to the Sales Admin Manager and customers.
- Ensure completion of pending snag works within the stipulated time.
- Confirm completion of pending works with customer satisfaction before handover.
4. Documentation and Key Management:
- Maintain handover documents and keys of each apartment.
- Provide handover details to the APMS team on a monthly basis for maintenance invoicing.
5. Parking Management:
- Coordinate parking arrangements and ensure the accuracy of parking bays and driveway directions.
- Allocate parking bay numbering and maintain parking statement for management review.
- Arrange car parking allocation through the lottery process and communicate allotment details to customers.
- Coordinate with the admin team for a smooth parking allotment process and issue parking allotment letters post-lottery.
6. Facility Management:
- Send monthly requirement details for maintaining the cleanliness and hygiene of the marketing office to the corporate office Admin team.
- Coordinate with housekeeping staff and office attendants to uphold office decorum.
7. Reporting:
- Report to customer care Site Head on all aspects of customer support, project management, and facility maintenance.
2. Customer Relationship
- Maintaining all customers’ relationships to ensure Aparna is a priority choice.
3. Processes
- Enhance processes by seamlessly integrating new systems while safeguarding current operations.
- Integrate industry-leading practices into Customer Care to propel Aparna to the forefront of