Job Title – CRM Executive
Vacancy – 1
Experience – 2-3 years into CRM real estate only, should have managed customers (must have good communication skills Written & Verbal)
Education – Any graduate/postgraduate
Salary package – 18k-25k CTC
Job Location – Thane
Job Responsibilities:-
Ø Communicate with the customer through welcome email on every new booking with a scan copy of provisional receipt and review form within 1 day of booking.
- Communicate clearly the process of registration and the legal attributes to the property as explained by the legal team to the customer.
- Address and resolve customer service inquiries, requests and complaints.
- Send payment reminders to customers on attaining the due date of the payment.
- Timely generate demand letter as per payment plan discussed and submitted to customer.
- Coordinate with various departments internally i.e. sales/ marketing/ projects/ accounts/ architects/ legal and Update customers with accurate and relevant information from time to time.
- Constantly be in touch with customers by greeting them on special occasions, updating about progress of their concerns and informing them about events/exhibitions/ future projects of the organization.
- Periodically updating the customer about progress of the project as per the approved communication plan developed by HOD.
- Introduce Loyalty Program and referral program to customers
Ø Ensure the customer has done all necessary payment before registration of flat.
- Ensure all post booking collections as per payment plan from customer.
- Send a daily collection report in the given format by HOD.
- Send a short summary on whatsapp daily for quick reference.
Ø Provide assistance to an assigned set of customers. I.e. for registration & agreement process to Final Possession.
- Coordinate for registration purpose between registrar office and customer.
- Ensure acknowledgement of customer complaints within 24 hours and closure or escalation of the same within 72 hours.
- Generate more prospective leads from existing customers.
- Ensure Customer Satisfaction Survey form is filled at the end of each phase an\d database is maintained in the department.
- Verify bills raised by agents and forward to DH for approval and deliver cheques for payments released to agents.
Ø Proper entry of payment cheques into ERP and communicate the same to the concerned department.
- Facilitate and support customers with bank loan options and documents required. Coordination with bank officers for loan disbursements.
- Before registration, ensure the customer has paid all legal dues & completed required documentation and handover the copy of challan to customer.
- Verify all the details of sales, agreements, terms & conditions before communicating any demands with the customer.
- Capture agent’s service performance from customer’s perspective and record in ERP.
- Collection of all relevant details documents in case of any cancellation. Ensure any changes in name or ownership is updated in ERP as well as informed to accounts and other relevant depts and necessary documents are collected from customers and submitted to relevant authorities.
- Responsible for all documentation work across all the projects
Ø Inspect the completed property ready for possession and submit an observation checklist and areas of rectification to the project in charge.
- Arrange customer inspection for ready property and customer’s observations are documented.
- Resolve the concerns raised by the customer in a stipulated time frame.
- Assist customer in final handover of property and handover possession kit to customer.
- Ensure possession for all the project (preparing snag list as per customer, follow up with engineering team for completion date of each flat and handing over flat to clients as per given deadline
Ø Accurate and timely updating of ERP at all stages as mentioned in SOP.
- Adherence to Sales & Marketing process defined in SOP.