Role & responsibilities The incumbent will be responsible for end to end customer relationship journey & NPS (Managing all aspects of after-sales relationship post the booking stage through ensuring timely sale related documentation, collections, and resolution of customer issues) Customer Complaints Redressal
- Analyze customer needs and feedback and ensure continuous refinements in the services offered
- Monitor the daily grievances and escalations received from customers • Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries
- Coordinate with other functions to resolve customer issues
- Liaise with Facilities team to highlight any customer issues during snagging and de snagging
- Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries
- Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs Customer Collections
- Ensure to keep the customer well informed and updated on project status
- Coordinate with customers for every upcoming milestone payments by sending the pre-intimations as per the internally defined SOPs
- Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments
- Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team
- Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines Position Requirements Qualification: Graduate or Post Graduate in any discipline Experience: 3 to 8 years of relevant experience Critical Skills:
- Prior Real Estate experience
- Prior Customer Relationship management exposure (preferred)
- Working knowledge of software such as CRM systems, SAP
- Basic computer skills like MS word/ Advanced Excel/ PPT