Department: Customer Service & Sales
Designation: Manager
Reporting To: Head – Sales & Customer Service / Senior Management
Location: [Salap, Howrah]
Experience: 5–10 years
Industry Preference: Real Estate / Infrastructure / Property Development
Employment Type: Full-time
Company: Universal Successful Enterprise Pvt. Ltd.
1. Job Purpose
The Manager – Customer Service & Sales will be responsible for managing the complete customer lifecycle from sales support and booking through post-sales service, collections, documentation, registration and handover.
The role requires solid customer relationship management, coordination with internal departments, banks, legal/documentation teams and customers, along with effective follow-up for collections and closure of customer-related issues.
The position will also support the Sales team in lead follow-ups, tele-calling, customer meetings and conversion activities.
2. Key Responsibilities
A. Customer Relationship Management (CRM)
- Manage and maintain strong relationships with existing and prospective customers.
- Serve as the primary point of contact for customers during the post-sales lifecycle.
- Maintain accurate and updated customer records, interactions, commitments and service requests in the CRM system.
- Ensure timely communication with customers regarding payments, documentation, registration, possession/handover and other relevant matters.
- Monitor customer satisfaction and proactively address potential issues.
B. Client Escalation Handling
- Handle customer complaints, queries and escalations in a professional and timely manner.
- Coordinate with Sales, Accounts, Legal, Projects, Documentation and other departments to resolve customer issues.
- Track escalated cases to closure and ensure that committed timelines are met.
- Maintain an escalation tracker and provide periodic updates to senior management.
- Identify recurring issues and recommend corrective m