Job Description

Job PurposeEnsuring customer delight through the services rendered. Building and maintaining profitable relationships with the customer. Resolving customer complaints quickly and efficiently.Principal Accountabilities

• Managing customer calls, Email response and walk ins. Completing the welcome calls within the TAT.
• Addressing queries related to Agreement Registration / Explaining procedure etc.
• Follow up for stamp duty and registration payments with the customers and ensuring the registration is completed within the due date.
• Co-ordination with the registration consultant for scheduling the registration and follow up for the registered agreement.
• Ensuring the SDR received date/ SDR challan dates are updated on SFDC.
• Retention of customers under cancellation, Assisting customer for Stamp Duty Payment.
• Outbound calls to the customers for Collection and Relationship building.
• Handing over hard copy of NOC/ROC, Demand Letter and Payment Receipt to Bankers / Customers.
• Handling the customers\' disputes and ensuring the details are tracked and updated in SFDC.
• Assisting existing customers for Sample flat visits and explain Project details.
• Coordination with Office Assistance for delivery of the agreements / Payment Collection pick-ups.

Performance Measure of SuccessIndividual Accountability

• Adherence to the TAT for completing the welcome calls.
• Registration completion within the due date
• SR closures within the TAT
• Regular follow-ups for Payment Collections and ensure payments are received within due date.

Shared Accountability

• AFS sharing with customers-in co-ordination with BO.
• Ensuring the flat readiness to schedule the registration- In co-ordination with FM

Key RelationshipsExternal

• Customers and Bankers

Internal

• All the cross functional teams (Collections, FM, Sales, Projects, Finance, Marketing, IT)

Qualification and ExperienceQualification

• Graduate in any stream

Experience

• 2-4 years\' experience in the CRM function
• Real Estate experience preferred.

Mahindra & Mahindra