Manager – Customer Service & Sales

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.

- 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 strong 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.

- 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 qualified 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 measures to improve customer experience.

C. Post-Sales Operations & Collections
- Manage the complete post-sales process from booking/allotment to registration and handover.
- Monitor customer payment schedules and outstanding dues.
- Conduct regular follow-ups with customers for timely collection of instalments and other applicable charges.
- Coordinate with the Accounts/Finance team for reconciliation of customer accounts.
- Ensure that payment-related queries and discrepancies are resolved promptly.
- Prepare collection status reports and highlight overdue accounts to management.

D. Registration Documentation & Compliance
- Coordinate the preparation, verification and processing of documentation required for registration of units/properties.




- Ensure that customer KYC, agreements, payment records and other documents are complete and accurate.
- Coordinate with Legal/Documentation teams, customers and registration authorities for timely completion of registration formalities.
- Maintain proper records of executed agreements, registration documents and related correspondence.
- Ensure compliance with applicable company policies, statutory requirements and project-specific documentation procedures.

E. MIS & Reporting
- Prepare and maintain periodic MIS reports relating to:
- Customer bookings
- Collections and outstanding payments
- Registration status
- Customer complaints and escalations
- Handover status
- Sales follow-ups
- Lead conversion and customer engagement
- Analyse data and provide actionable insights to management.
- Ensure accuracy and timely submission of all reports.
- Maintain dashboards and trackers for monitoring key customer service and sales parameters.

F. Bank Coordination
- Coordinate with banks and financial institutions for customer loan processing and related documentation.
- Assist customers in resolving loan-related queries and documentation requirements.
- Follow up with banks regarding sanction, disbursement, documentation and payment release.
- Coordinate with internal Accounts/Finance teams for receipt and reconciliation of bank disbursements.
- Maintain a tracker of bank cases and pending actions.

G. Collections & Handover of Units
- Coordinate with customers for clearance of all outstanding dues prior to handover.
- Ensure completion of necessary documentation and formalities before unit handover.
- Coordinate with Projects/Engineering/Facility teams for inspection, snag resolution and handover schedules.
- Maintain handover records and customer acknowledgement documents.
- Ensure a smooth and professional handover experience for customers.

H. Assistance in Sales Activities
- Support the Sales team in lead management, customer meetings and follow-ups.
- Assist in preparing customer proposals, quotations, payment plans and other sales-related documentation.
- Coordinate with the Sales team for booking formalities and documentation.
- Participate in customer meetings, site visits, presentations and sales events as required.




- Support the sales team in converting enquiries into bookings through effective customer engagement.

I. Tele-calling & Customer Follow-ups
- Conduct regular tele-calling with prospective and existing customers.
- Follow up on sales enquiries, site visits, proposals, bookings and payment commitments.
- Reconnect with inactive/leads and identify opportunities for conversion.
- Maintain call records, follow-up schedules and lead status in the CRM.
- Ensure systematic and timely follow-up with customers until closure.

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- Key Performance Indicators (KPIs)

The Manager will be evaluated on:
- Customer satisfaction and service response time
- Resolution time for customer complaints and escalations
- Collection efficiency and reduction of overdue payments
- Registration completion and documentation accuracy
- Timely unit handover
- Bank loan/disbursement coordination efficiency
- CRM data accuracy and update discipline
- MIS accuracy and timely reporting
- Lead follow-up and conversion support
- Tele-calling productivity and customer engagement
- Overall post-sales customer experience
- Required Skills & Competencies
- Excellent communication and interpersonal skills
- Strong customer relationship management skills
- Good negotiation and problem-solving ability
- Strong follow-up and coordination skills
- Good understanding of sales and post-sales processes
- Knowledge of real estate documentation and registration processes preferred
- Ability to handle difficult customers and escalations professionally
- Strong MIS and reporting skills
- Proficiency in MS Excel, MS Office and CRM software
- Ability to coordinate effectively with Banks, Legal, Accounts, Sales and Project teams
- Strong ownership, accountability and attention to detail
- Ability to work under pressure and meet deadlines
- Educational Qualification & Experience

Qualification

Graduate in any discipline. MBA/PGDM in Sales, Marketing, Business Administration or a related field will be an advantage.

Experience

5–10 years of relevant experience in Customer Service, CRM, Sales Administration, Post-Sales Operations or Real Estate/Infrastructure.

Candidates with experience in real estate customer service, collections, registration, bank coordination and unit handover will be preferred.

- Ideal Candidate Profile The ideal candidate should be a customer-focused, result-oriented and highly organised professional capable of independently managing the customer lifecycle while coordinating with multiple internal and external stakeholders.

The candidate should have a strong combination of Customer Service + CRM + Collections + Documentation + Sales Support capabilities, with excellent follow-up and communication skills.

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