- Ensure to create Customer Experience and Service to upkeep the brand value across all the projects.
- Value Added Revenue Generation for the company via Customizations.
- Must be well-versed with Govt & Legal RERA and Civil related issues and the market information.
- Ensure the costing details provided to the customers are in line with the business/process guidelines before submitting them to the customer/ project manager for execution of works.
- Coordinate with the project teams and to ensure the modifications requested by the customers are attended and completed as per the timelines.
- Ensure all the snags including common area snags are addressed before handing over the key to the customer.
- Responsible for customer communication after completion of disengaging or once the apartment is ready for interiors/Pooja and collect the final dues from the customers.
- Responsible for Parking Management and its issues, collecting feedback from traffic consultants and project teams for necessary changes.
- Preparation of Caution Deposit Refund Statements and ensure that it has been captured as per company policy.
- Ensure to maintain the handing over of data of all the projects and provide those details to APMS team on monthly basis for raising the maintenance invoice.
- Responsible for allocating parking bays in consultation with project team and minimize the escalations from customers and the data must be shared with APMS team for their records.
- Responsible for monitoring day-to-day operations of each site and coordinate with Site Managers and ensure hassle-free operations.
- Ensure an ethical and transparent working culture among the team members.
- Prepare Reports & Project updates and share it with HO/Sales Admin team for further processing.
2. Customer Relationship
- Actively engage with customers to address concerns, inquiries, or escalations related to snags/modifications or project progress.
- Personally intervene to resolve the customer issues, demonstrating a commitment to customer satisfaction.
- Conduct regular site visits to assess project progress and identify any factors impacting timely completion.
- Collaborate with internal stakeholders and external partners to resolve issues efficiently and maintain positive customer relationships.
- Maintain a customer-centric approach, striving to exceed customer expectations and deliver
exceptional service at every touchpoint.
- Uphold high standards of professionalism and integrity in all interactions with customers, colleagues, and stakeholders, fostering trust and confidence in the company's brand and reputation.
- Ensure smooth flat handing over process with all the necessary documentation in coordination with internal stakeholders.
3. Processes
- Drive change by implementing new systems while ensuring existing work is not hampered.
- Bring in best practices into Customer Care from industry and help Aparna become a leader in customer centricity.
4. People & Team Management
- Foster a culture of teamwork and collaboration within the Customer Support Management team, promoting open communication and knowledge-sharing.
- Provide training and guidance to team members on project processes, responsibilities, and best practices.
- Lead by example in demonstrating proactive problem-solving, effective communication,