Senior Customer Relations associate
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
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| SECTION I: BASIC INFORMATION ON THE POSITION | |||||||||
| Position Name | Individual Contributor (IC) | Location | Thane Mumbai | ||||||
| Function | CRM | Sub Function | Realty Business | ||||||
| Current Grade | 11 (Band 4B) | Manager/ Individual Contributor | Individual Contributor (IC) | ||||||
| SECTION II: ORGANIZATIONAL RELATIONSHIPS | |||||||||
| Direct Reporting | Indirect (Dotted) Reporting | ||||||||
| Next Level or Skip Level Supervisor / Manager | Head CRM | ||||||||
| Immediate Supervisor / Manager |
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| Position |
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| Number of positions reporting to the role | Nil | ||||||||
| Position titles of reportees | N/A | ||||||||
| SECTION III: PURPOSE OF THE ROLE | |||||||||
| Should be well versed with RERA and current industry practices standard processes & functions. To maintain relationship with clients and coordinate on client queries post booking formalities till possession. End to End client servicing through phone calls emails and meetings within the defined TAT. Should have knowledge of CRM / customer delivery during entire life cycle On-boarding Collections Registration Cancellations Banking assistance Post-sales Grievance /Complaint redressal Coordination with Internal departments to ensure that the business needs are fulfilled effectively. Accountable for timely collections registration meeting periodic targets customer retention SOP enforcement. Ensure regular monitoring of project progress and update the clients on the same. Ensure on time completion comprehensiveness and accuracy of all documentation pertaining to sale and service. To assist client with all queries pertaining to legal agreement registration taxation banking etc. Ensure compliance with the process and procedures made by the company and ensure its effective implementation during the complete process. To identify the discrepancies and notify them to the Management at the right time. Handling Escalations/Complaints to provide resolution for queries / issues raised by the clients. De-escalating & resolving the concerns as raised by clients. Any other official responsibility as per the departments requirement. Invoicing or billing and SAP assistance. To prepare various reports on daily weekly quarterly and monthly basis. | |||||||||
| SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE | |||||||||
| Excellent communication and interpersonal skills. Good hands on experience in advance excel formulas Power Point MS Word Sales force SAP. Experience in real estate industry is mandatory. Candidate should be passionate about target and professionally aggressive with a positive go getter attitude. Candidate should have mandatory minimum 6 yrs of experience in Real Estate Industry. Candidate should be willing to for 6 days working (on need basis). | |||||||||
| SECTION V: KEY RESULT AREAS | |||||||||
| Key performance goals for the role: Critical outcomes of a job contributing to the organizations and roles success | Weightage (should add up to100%) | ||||||||
| Collection | 25% | ||||||||
| Onboarding and Registrations within TAT | 25% | ||||||||
| SOP Adherence & Process correction | 15% | ||||||||
| Cancellation reduction and Retention | 15% | ||||||||
| Overall CSAT score improvement customer engagement initiatives and referal bookings | 10% | ||||||||
| *Initiatives Team Player Self development Process Improvement *Punctuality and behavioural competencies | 10% | ||||||||
| TOTAL | 100% | ||||||||
| SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable) | |||||||||
| Financial Accountability (with exclusive authority) | |||||||||
| Geographical Scope | Thane Mumbai | ||||||||
| SECTION VII: KNOWLEDGE EXPERIENCE SKILLS AND ABILITIES | |||||||||
| Education Qualification | Graduate | ||||||||
| Technical & Professional Knowledge required (What someone NEEDS TO KNOW) | Customer DATA Analysis/ Management Customer Relationship Management | ||||||||
| Experience required (What someone NEEDS TO HAVE DONE) | Min 6years in Real Estate Customer Relationship Management Providing best Customer service Going extra mile to provide customer excellence Raport building with clients to generate referral booking Hadling client escalations Managing client base Adhering to the SOP and defined timelines/TAT | ||||||||
| Essential RLC for the role (Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE) | Drive results Customer Empathy Active collaboration Break through mindset | ||||||||
| Personal Attributes required (Personal qualities motivations and preferences likely to enhance performance in the role) | Problem Solving Collaboration Team Work Communication Creativity Adaptability Conflict resolution Empathy Time management Active Listening Take Owernership | ||||||||
| Domain/ Functional skills required | Well verserd with RERA guidelines SAP Salesforce Microsoft Excel Word Power Point | ||||||||
| SECTION VIII: KEY INTERACTIONS | |||||||||
| Internal (Key interactions within the organization) | Nature or purpose of interaction | ||||||||
| Marketing / Sales / CRM/ Design or Architect/ Legal/ Onsite teams/F&A | Synergy & collaboration within the teams for effective customer management | ||||||||
| External (Key Interactions outside the organization) | Nature or purpose of interaction | ||||||||
| Customers Banks NBFC Vendors Channel Partnersetc | Client management Customer Service Customer Support | ||||||||
Required Experience:
Senior IC
Key Skills
- Catering
- Asset
- Corporate Finance
- Environmental Science
- Linux Administration
