Assistant General Manager - Customer Care Services

Brigade Group; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Brigade Group is seeking a dedicated handover specialist to manage the final stages of construction projects. You will oversee handover, snagging and de-snagging to ensure defect-free, fully functional units ready for possession by customers or facility management teams.

Coordination with construction, QA/QC, MEP and customer service, ensuring statutory approvals, pre-handover inspections, CRM capture of queries, and timely closure of escalations to maintain high customer satisfaction.

Qualifications

• Experience in handover, post-sales, and technical CRM.

Responsibilities

• Plan and manage unit handover schedules.
• Coordinate with construction, QA/QC, MEP and customer service teams.
• Ensure statutory approvals and completion certificates are obtained.
• Monitor readiness of common areas, amenities and infrastructure.
• Conduct pre-handover inspections.
• Inspection, registration and handover formalities of apartments.
• Coordinate with legal, collections, project and FM teams for smooth handovers.
• Capture customer grievances and queries in CRM/SFDC for reference.
• Maintain interdepartmental coordination to ensure customer satisfaction.
• Document every interaction in the system for future reference.
• Build strong relationships with customers and respond to queries.
• Manage escalations to close issues in business interest.

Skills

Handover

Post Sales

CRM

Job description

Role & responsibilities

Handover, Snagging & De-snagging ensures that every unit is defect-free, fully functional, and ready before giving possession to the customer.

Oversees the entire process of handing over completed units or projects to customers or facility management teams.

Key responsibilities:

• Plan and manage unit handover schedules.
• Coordinate with construction, QA/QC, MEP, and customer service teams.
• Ensure all statutory approvals and completion certificates are obtained.
• Monitor readiness of common areas, amenities, and infrastructure.
• Conduct pre-handover inspections.

Inspection, registration & Handover formalities of all apartments.

Coordination with legal, collection, project & FM team to ensure class quality & comfortable transition process. Attending customer grievances & resolve within TAT in coordination with projects & FM team, creating best in class environment while attending possession clients as per guidelines.

Capturing all customers grievances & general queries in CRM database and SFDC for further reference & tracking.

Overall interdepartmental coordination to ensure customer satisfaction & circulating MIS.

To ensure handover of flat is managed well and documentation of every interaction updated in system for future reference.

Build high-quality relationship with customers by actively listening and responding appropriately to queries, concern and request.

Manage escalations with concern and ensure the matter is closed in the best interest of business satisfaction.

Preferred candidate profile

Looking for candidates who have experience in Handover, Post Sales, Technical CRM.