Assistant Manager - CRM

Oberoi Realty; Thane; Presencial; INR 350.000 - 550.000; Jornada completa

Descripción de la vacante

Oberoi Realty Limited in Thane is seeking a proactive customer relations professional to ensure a uniform customer experience by following standardized processes across calls, emails, payments, and service activities. You will liaise with internal teams to resolve queries, manage client relationships, and push for high satisfaction through service refinements.

The role also covers collections, issuing allotment letters, coordinating agreements and bank NOC processes, managing POS handovers,

Responsabilidades

• Promptly respond to customer calls & emails
• Follow set processes on various service activities i.e. Welcome call, Welcome email , payment schedule etc
• Timely resolution of any issues and control further escalation e.g. Irate customers, customers requiring further clarifications, exceptions etc.
• Liaise with internal departments to ensure that queries are clarified and resolved satisfactorily
• Identify customers requirements and manage the customer relationship in the best interest of the organization while meeting customer expectations
• Takes extra steps to achieve high customer satisfaction, such as customizing/ refining existing products and services to meet customer needs.
• Timely approvals for exceptions and deviations through appropriate IOMs
• Communicate timely such approvals / disapprovals to customers
• Pre intimation to customers before milestone is achieved
• Ensure Demand Letters are sent upon the milestone completion date
• Follow up / send reminder letters / emails & update status of dues
• Follow up with customers on Form 16B
• Intimating customers on the 26Qb & Challan towards the TDS payments.
• Timely action on cases which require management approvals (grace period, extensions, cancellations as per process)
• Timely generation of Allotment letters for customer signing.
• Follow up with customers to receive duly signed Allotment letters
• Handle any objections / queries raised by customer on Allotment/Agreement Clauses.
• Clarify queries pertaining to bank loan process viz. own contribution, parallel funding etc
• Facilitate in getting bank disbursal on time
• Co-ordinate & Facilitate the process with customer and support team for execution of agreement and registration. n
• Keeping track of all pending documents, issued documents for MIS and timely follow up
• Documentation Follow-up and Tracking-
• Follow up on any pending documents i.e. TDS Authorization, KYC documents
• Schedule possessions as per the set process
• Ensure timely pre inspection of flats
• Inform respective teams on the procession scheduled for the day
• Handle Customer object i.e. queries raised on Marble, Car Park etc. and ensure customer satisfaction at the time of handover of the keys.
• Ensure completion of possession related documentation as per the set process.
• Maintain daily activity log
• Ensure activity log is accurate & updated in CRM
• Ensure all customer’s contact details are up to date on CRM /Master sheet
• Conversion of existing customer base into prospects for our other projects by upselling/cross selling.

Descripción del empleo

Key Responsibilities & Accountabilities of the role Metrices Ensure Uniform Customer experience through standarized process

• Promptly respond to customer calls & emails
• Follow set processes on various service activities i.e. Welcome call, Welcome email , payment schedule etc
• Timely resolution of any issues and control further escalation e.g. Irate customers, customers requiring further clarifications, exceptions etc.
• Liaise with internal departments to ensure that queries are clarified and resolved satisfactorily
• Identify customers requirements and manage the customer relationship in the best interest of the organization while meeting customer expectations
• Takes extra steps to achieve high customer satisfaction, such as customizing/ refining existing products and services to meet customer needs.
• Timely approvals for exceptions and deviations through appropriate IOMs
• Communicate timely such approvals / disapprovals to customers

Collection of dues from the customers/16B follow up/maintain a low debtors percentage

• Pre intimation to customers before milestone is achieved
• Ensure Demand Letters are sent upon the milestone completion date
• Follow up / send reminder letters / emails & update status of dues
• Follow up with customers on Form 16B
• Intimating customers on the 26Qb & Challan towards the TDS payments.
• Timely action on cases which require management approvals (grace period, extensions, cancellations as per process)

Timely Execution of Allotment Letters, Agreement Registration and Bank NOC

• Timely generation of Allotment letters for customer signing.
• Follow up with customers to receive duly signed Allotment letters
• Handle any objections / queries raised by customer on Allotment/Agreement Clauses.
• Clarify queries pertaining to bank loan process viz. own contribution, parallel funding etc
• Facilitate in getting bank disbursal on time
• Co-ordinate & Facilitate the process with customer and support team for execution of agreement and registration. n
• Keeping track of all pending documents, issued documents for MIS and timely follow up
• Documentation Follow-up and Tracking-
• Follow up on any pending documents i.e. TDS Authorization, KYC documents

Completing fit out/final Possession process with Customer Satisfaction

• Schedule possessions as per the set process
• Ensure timely pre inspection of flats
• Inform respective teams on the procession scheduled for the day
• Handle Customer object i.e. queries raised on Marble, Car Park etc. and ensure customer satisfaction at the time of handover of the keys.
• Ensure completion of possession related documentation as per the set process.

MIS

• Maintain daily activity log
• Ensure activity log is accurate & updated in CRM
• Ensure all customer’s contact details are up to date on CRM /Master sheet

Upselling and Cross Selling to existing customer base

• Conversion of existing customer base into prospects for our other projects by upselling/cross selling.