Blox - Manager - Customer Relationship Management

• Customer Relation & Engagement Proactive meetings with Client to understand their requirements and satisfaction level on regular basis. - Be a part of special events like CP meet & launches.- Should have knowledge of the entire customer lifecycle from initiation to possession.- Should be able to prepare various NOCs, letters, Agreement, Demand letter, receipts, reminders, documents required for possession process etc.- Should be aware of RERA clauses, cancellation and termination criteria, interest relates clauses and calculation.- Create a hassle free and seamless experience for the customer with regards to on-boarding, registration, payments follow-up etc and also to deliver prompt and accurate service to the customer.- Deal with all queries in a professional and courteous manner, in person, on the telephone or via e-mail within specified TAT - Resolve customer queries in a timely and effective manner.- To ensure that all escalated complaints are resolved in coordination with the Sales Manager and other relevant departments within 48 hrs.- To address customer complaints/ issues gathered during relationship building activities.- To ensure demand is raised and collection within due date is done as per the payment schedule by maintaining proper follow up with the architect team.- Build SOPs for the CRM department to record queries regarding services, processes and re-direct them to the respective manager/team member.- Attend to all customer related queries / complaints /suggestions. Collections of all receivables at all stages- Loans processing and coordination with banks & DSA's for release of payments at all stages- Prepare inter-departmental reports for smooth coordination. Prepare reports in prescribed formats for Senior management.
• To ensure proper handover is done to customer post complete payments by customer after coordinating with relevant departments.- To ensure that interactions with all concerned departments like Design & Architecture, Construction, Finance & Accounts, Sales & Marketing, etc. is taken up within the defined SLA timelines.- Hand hold the customer throughout the fit-out process from MMRD NOC, PMC vendor management, ongoing fit out coordination, inspection till Inaugural.- Overseeing the data maintained by the Mis team.Industry : Real EstateEmployment Type : Full-time (ref: updazz.com