General Manager - CRM
- The Phoenix Mills Ltd
- 10 - 15 years
- Kolkata
- 26 days ago
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Job Description
Role & responsibilities
- Ensure project approval from the all-leading Financial Institutions.
- Interact with clients at the time of booking a flat & provide the information to the customer NOCs and Tripartite Agreement to be prepared and verifying any other relevant documents which are to be forwarded for authorized signatory.
- Follow up for payments with banks & clients and with CRM team.
- Verify cost break up of individual clients and adherence to ABP
- Defining payments schedule for each and every client for the booking confirmed.
- Prompt registration of Sale Agreements and Sale Deeds, Demand letter execution for all clients, with regular reminders, for the customers whose payments are crossing the deadline.
- Preparation of termination letter of those customers whose responses have not been received with prior approval from Head.
- Reconciliation with accounts department with respect to Collections.
- Ensure documents and processes are in place as per Audit guidelines and Compliance norms.
- Ensure NIL deviations to laid down SOPs.
- Should achieve targets on collections, agreements registrations, and handovers.
- Expedite assignment agreements.
- Coordinate between client and architects wherever modifications are taken up.
- Manage the Customer Service operations by overseeing the customer feedback and compliant processes and thus provide support to various departments to resolve the same within timelines
- Ensure that service issues are solved within a stipulated turnaround time (TAT) and quality service is delivered to the customers
- Provide support to the VP Sales in various operations and activities to enhance the CSI scores for the Centre as required
- Regularly interact with end customers for understanding their requirements, aspirations and expectations to help in suggesting and designing solutions for building good customer relationships and customer retention/ loyalty programs
- Prepare and present regular reports on the Customer Satisfaction Index (CSI) on a regular basis to the VP Sales
- Act as a liaison between clients, vendors, sales and support staff, and other management partners to facilitate information flow.
- Ensure high-quality customer service and overseeing departmental operations.
- Address key client queries and resolve them in an expedited manner.
- Hand over and registration of residential units.
- Coordinate with technical operations team to provide effective resolution to customers.
- Monitor all escalated calls and ensure timely resolution of the customer queries.
- Prepare regular MIS reports to track the flow & efficiency of the desired functions, specifically Collections and Escalations
- Preparing snag list from customers viewpoint.
- Handling post-handover customer complaints.
- Preparation of Preliminary schedule as per Client requirement.
- To lead a team and assist them in solving construction related issues with customer in mind.
- Handing over of the Residential Complex to the Association.
- Organizing free service camp for completed residential projects.
- Taking over completed apartments. Taking handover of completed units from Projects team for customer hand over
- Pre handing over processes for inspection to ensure customer satisfaction
- Ensure Snagging and de-snagging of apartments by conducting regular checks in the apartments and handing over of snag free apartments to customers
- Ensure completion of customer modifications in the apartments as per drawings and approval from the architecture department
- Unsold units to be snag free and maintained well to show to the walk-in customers based on intimation from sales team
- Ensure customer satisfaction post handing over. All customer complaints should be resolved within the Defects Liability Period (DLP) of the apartments which is one year from readiness of the apartments
- Ensure adherence to training on customer orientation and documentation process
- Ensure process for maintaining documentation for inward and outward movement
- Ensure processes are set for handling escalations and resolution of all escalations
Preferred candidate profile
- Good understanding of real estate industry
- Good knowledge of documentation and adherence to processes
- Should have the ability to develop and maintain good relationships with Customers
- Snagging / De-snagging
- Good Knowledge of RERA Compliance and Audit Processes
Job Classification
Industry: Real Estate (Co-working)Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Walk-ins
Contact Details:
Company: The Phoenix Mills LtdLocation(s): Kolkata
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Keyskills: CRM Management Rera CRM Strategy Real Estate Laws Post Sales Sale Deed After Sales Service
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