Senior Customer Care Executive

Naiknavare Developers; Chakan; On-site; INR 279,000 - 446,000; Full time

Job summary

Naiknavare Developers is seeking a Customer Care/CRM professional in Maharashtra to manage client relations and ensure satisfaction. The role involves regular meetings, CAM collection coordination, and handling service requests with cross-functional teams.

The ideal candidate will have strong communication, CRM experience, and proficiency in MS Office, with exposure to Real Estate CRM preferred.

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 (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.

Skills

Verbal & written communication

Customer relationship management

MS Excel

MS Word & Email

Follow-up & coordination

Complaint handling & escalation

Stakeholder coordination

Documentation & reporting

CAM collection knowledge

Tools

ERP/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.