Role Overview The incumbent will be based at a GPL site office and will be responsible for managing the end-to-end customer experience post-booking. This is a customer-facing role at the heart of GPL's after-sales function ensuring homebuyers feel supported, informed, and valued throughout their journey with us.
What You Will Do
Customer Query & Complaint Redressal
- Handle customer queries and complaints received via phone, email, or walk-ins — ensuring timely, accurate, and high-quality resolutions in line with GPL's SOPs.
- Coordinate with internal teams — Finance, Facilities, and Legal — to resolve customer issues efficiently.
- Track all escalations and complaints to closure; ensure no query goes unresolved.
- Liaise with the Facilities team on snagging and de-snagging issues raised by customers.
- Surface recurring feedback to improve the quality of service delivered to customers.
Customer Collections
- Keep customers proactively informed on project milestones and upcoming payment obligations.
- Send pre-intimations and payment reminders for every milestone as per GPL's communication SOPs.
- Follow up on delayed payments through calls and written communication; raise escalations where required.
- Ensure all payment-related data is accurately updated in SFDC in coordination with the Finance team.
- Work with internal teams to streamline collections and minimise payment delays.
What We Are Looking For Qualifications & Experience
- Graduate or Post Graduate in any discipline.
- 1 to 5 years of experience in customer relationship management, collections, or customer service.
- Prior experience in real estate or financial services is an advantage — not a requirement.
Skills
- Working knowledge of CRM systems (Salesforce or equivalent) and MS Office.
- Comfort with digital tools for tracking, reporting, and customer communication.
You Will Thrive in This Role If You
- Communicate with clarity, empathy, and professionalism across written and verbal channels.
- Take ownership of customer issues and follow through to resolution with a sense of accountability.
- Can influence and persuade effectively — driving timely outcomes while maintaining robust relationships.
- Are disciplined and detail-oriented in maintaining records, system updates, and documentation.
- Demonstrate resilience and composure when handling escalations or difficult customer interactions.