Coordinate with other functions on critical customer queries.
Ensure a consistent level of service quality.
Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience.
Operational
Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care
Ensure the welcome call to the customer is made for onboarding of customer post sales
Ensure complete and comprehensive documentation of all customer related records
Ensure data entry and detailed filing of all customer documents received
Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule
Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues
Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team
Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)
Ensure timely collection from customers as per payment schedule
Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same
Drive additional sales from existing customers through repeat booking/upgrade/referrals
Ensure compliance to Customer Care processes and Legal and statutory guidelines
Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers
Provide inputs to management based on MIS data and customer requirement & feedback
Responsible for activities such as project updates, payment reminders, arranging for site visits
Job details are sourced from the employer's original posting.
