Assistant Customer Care Manager

Naiknavare Developers; Talegaon Dabhade; On-site; INR 300,000 - 550,000; Full time

Job summary

Naiknavare Developers seeks an energetic Customer Care/Relations professional to manage client meetings, resolve queries, and drive timely CAM collections in Talegaon Dabhade. You will coordinate with multiple internal teams, maintain logs, and support society formation and post-possession service activities.

Key responsibilities include maintaining strong customer relationships, handling escalations, and ensuring adherence to service standards.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management skills.
• Proficiency in MS Excel, MS Word, and Email Communication.
• Good follow-up and coordination abilities.
• Complaint management and escalation handling experience.
• Ability to work with multiple stakeholders and departments.
• Strong documentation and reporting skills.
• Knowledge of CAM collection processes and customer service operations.

Responsibilities

• Conduct regular client meetings and maintain healthy customer relationships.
• Ensure high levels of customer satisfaction through proactive engagement and timely support.
• Follow up and coordinate for CAM collections and outstanding dues.
• Handle customer complaints, queries, and service requests efficiently.
• Monitor complaint resolution and ensure timely closure within defined TATs.
• Conduct site inspections for reported defects and coordinate with internal teams for rectification.
• Maintain complaint trackers, escalation records, and customer communication logs.
• Coordinate customer engagement activities, member meetings, and community interaction programs.
• Assist in society formation activities, including coordination with members for documentation and signature collection.
• Coordinate with legal, facility management, accounts, and project teams for customer-related matters.
• Prepare and circulate MOMs (Minutes of Meetings) and follow up on action points.
• Address customer escalations and ensure resolution through cross-functional coordination.
• Maintain customer databases and update CRM records regularly.
• Support handover, possession, and post-possession customer service activities.
• Ensure adherence to company customer service standards and processes.

Skills

Excellent verbal and written comms

Customer handling

MS Excel

MS Word

Email communication

Follow-up & coordination

Complaint management

Cross-functional coordination

Documentation & reporting

CAM collection knowledge

Tools

CRM software

Job description

Role & responsibilities

• Conduct regular client meetings and maintain healthy customer relationships.
• Ensure high levels of customer satisfaction through proactive engagement and timely support.
• Follow up and coordinate for CAM (Common Area Maintenance) collections and outstanding dues.
• Handle customer complaints, queries, and service requests efficiently.
• Monitor complaint resolution and ensure timely closure within defined TATs.
• Conduct site inspections for reported defects and coordinate with internal teams for rectification.
• Maintain complaint trackers, escalation records, and customer communication logs.
• Coordinate customer engagement activities, member meetings, and community interaction programs.
• Assist in society formation activities, including coordination with members for documentation and signature collection.
• Coordinate with legal, facility management, accounts, and project teams for customer-related matters.
• Prepare and circulate MOMs (Minutes of Meetings) and follow up on action points.
• Address customer escalations and ensure resolution through cross-functional coordination.
• Maintain customer databases and update CRM records regularly.
• Support handover, possession, and post-possession customer service activities.
• Ensure adherence to company customer service standards and processes.

Mandatory Skills

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management skills.
• Proficiency in MS Excel, MS Word, and Email Communication.
• Good follow-up and coordination abilities.
• Complaint management and escalation handling experience.
• Ability to work with multiple stakeholders and departments.
• Strong documentation and reporting skills.
• Knowledge of CAM collection processes and customer service operations.

Desired Skills

• Experience in Real Estate CRM / Customer Care.
• Knowledge of society formation procedures and statutory documentation.
• Familiarity with ERP/CRM software.
• Negotiation and conflict resolution skills.
• Ability to conduct customer meetings and presentations.
• Knowledge of facility management and defect liability processes.
• Strong analytical and problem-solving abilities.