Key Responsibilities & Accountabilities of the role Metrices Ensure Uniform Customer experience through standarized process • Promptly respond to customer calls & emails

- Follow set processes on various service activities i.e. Welcome call, Welcome email , payment schedule etc
- Timely resolution of any issues and control further escalation e.g. Irate customers, customers requiring further clarifications, exceptions etc.
- Liaise with internal departments to ensure that queries are clarified and resolved satisfactorily
- Identify customers requirements and manage the customer relationship in the best interest of the organization while meeting customer expectations
- Takes extra steps to achieve high customer satisfaction, such as customizing/ refining existing products and services to meet customer needs.
- Timely approvals for exceptions and deviations through appropriate IOMs
- Communicate timely such approvals / disapprovals to customers

Collection of dues from the customers/16B follow up/maintain a low debtors percentage • Pre intimation to customers before milestone is achieved
- Ensure Demand Letters are sent upon the milestone completion date
- Follow up / send reminder letters / emails & update status of dues
- Follow up with customers on Form 16B
- Intimating customers on the 26Qb & Challan towards the TDS payments.
- Timely action on cases which require management approvals (grace period, extensions, cancellations as per process) Timely Execution of Allotment Letters,



Agreement Registration and Bank NOC • Timely generation of Allotment letters for customer signing.
- Follow up with customers to receive duly signed Allotment letters
- Handle any objections / queries raised by customer on Allotment/Agreement Clauses.
- Clarify queries pertaining to bank loan process viz. own contribution, parallel funding etc
- Facilitate in getting bank disbursal on time
- Co-ordinate & Facilitate the process with customer and support team for execution of agreement and registration. n
- Keeping track of all pending documents, issued documents for MIS and timely follow up
- Documentation Follow-up and Tracking-
- Follow up on any pending documents i.e. TDS Authorization, KYC documents Completing fit out/final Possession process with Customer Satisfaction • Schedule possessions as per the set process
- Ensure timely pre inspection of flats
- Inform respective teams on the procession scheduled for the day
- Handle Customer object i.e. queries raised on Marble, Car Park etc. and ensure customer satisfaction at the time of handover of the keys.
- Ensure completion of possession related documentation as per the set process. MIS • Maintain daily activity log
- Ensure activity log is accurate & updated in CRM
- Ensure all customer’s contact details are up to date on CRM /Master sheet

Upselling and Cross Selling to existing customer base • Conversion of existing customer base into prospects for our other projects by upselling/cross selling.

📌 Assistant Manager - CRM (Mumbai)
🏢 Oberoi Realty
📍 Mumbai