AddressKEY RESPONSIBILITIES:
Preferably 10-12 Years of experience in areas of Customer Relationship Management. The candidate should have at least 3 years of hard-core Real Estate Customer Service experience and have been involved directly in Customer Care operations.
KEY RESPONSIBILITIES:
- Will be the customer interface as the first point of contact.
- Conduct the welcome call for every new customer.
- Resolve day-to-day queries. Strive for maximum closure on real real-time basis.
- Effectively handle customer feedback and complaints
- Ensure timely closure of complaints with necessary back-end coordination.
Collections and follow-ups based on the monthly target, including:
- Ensure Demand calls
- Pre-due date calls
- Follow-up reminder Calls/Emails
- Highlight defaulters and other risks well on time.
- Final Collection closure
- Supporting the Customer Care head with insight on customer expectations and issues vis- vis product and customer service delivery.
- Adherence as per the SOPs.
- Inputs and support in preparing monthly reports & MIS.
- Keeping a check on the outstanding status of collection from customers
- Assist the bank approvals for the project with regards to housing loan
- Checking various client related documents before execution
- Providing housing finance assistance as per customer requirements
- Execution of agreement for sale or equivalent
- Coordinate with accounts for reconciliation and to avoid accounts related issues in Customer Care systems.
- Effectively manage customer expectations for visits and handover
- Attending customer-related meetings if required.
- Having on the ground information about projects through regular site visits.
- Participate and assist the Customer Care head in engagement events for the residents at the projects.
- Adherence to schedule during pre-handover & handover timing
- Responsible for effective handover experience
- Facilitate smooth transition for customer post-handover.
- Highlight specific escalations to Customer Care head for post-handover concerns.
