Job requirement: -
• Communication skills – verbal and email writing
• Customer lifecycle management – Onboarding, Registration, Sustenance, Possession, Post possession support
• Customer centricity – Customer engagement; High on Responsiveness,
• Process compliance
• Loyalty and referral sales
• Experience in managing documentation, collections, and reporting processes
• Ability to work under pressure
• Multitasking
• Influencing skills
• Customer escalation and resolution management
• Customer retention
• Basic knowledge of excel and word (including mail merge)
• Should be ready to work on all weekend working

Key Responsibilities :

Customer Onboarding • Launch support
• Help customer with smooth onboarding, and guiding them with next steps
• Validation of details entered in system
• Ensuring no delay in issuing allotment letters
• Resolving discrepancies in payment made by customers vs entered in system

Home loan support • Helping the customer in their home loan requirement and ensure required documents are provided to customer on time
• Preparing NOC
• Sharing documents required by bank
Registration support • Collection of stamp duty payments
• Registration line up
• Documentation accuracy
Customer management • Resolution of queries raised by customers within defined time
• Co-ordination with other functions/departments to get more details or clarification wherever required
• Highlight unresolved customer issues to manager on weekly basis
• Making notes of each interaction done with customer in SFDC and close service request
• Taking feedback from customer via NPS and ensuring plans to improve service
• Active customer engagement via arranging visits, regular updates, etc
• Ensuring repeat purchase (loyalty sales) and referral
Collection • Sending monthly construction updates and along with intimation of billing milestones approaching
• Sending pre-intimation to customers before billing
• Ensuring monthly collection targets are met, with 95% collection within due date
• Advance payment collection schemes to be recommended to customer to enhance collection value for the month/qtr
• Follow up with customer and bankers on regular basis to ensure timely collection
• Sending reminders, per-termination, and termination to defaulters
• Cancellation retentions
• Making payment entries in system for payment received.
• Tracking construction progress and understanding its impact on upcoming collections.
Possession • Inviting the customer for possession after checking condition of unit
• Providing post possession support to customer for any issue he may face with facility management company
Process adherence and enhancement • Complies with company defined guidelines and processes
• Identifies processes/procedures in own work area that need improvement
• Recommends process improvement ideas to streamline efficiency/costs/productivity
• Undertakes process improvement activities in own work area

Threshold Education Qualification & Experience Applicants should be Graduates with 1-5 years of relevant industry experience.

RM - Lead

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