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Customer Relationship Officer

10.00 to 16.00 Years   Noida   27 Dec, 2022
LARSEN AND TOUBRO LIMITED
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryEngineering / Construction
Functional AreaCorporate Legal Department
EmploymentTypeFull-time

Job Description

    Lead CRMKnowledge & Posting LocationCRMMISMinimum QualificationMBAJob DescriptionPosition:CRM- Senior ManagerReports To:Sales HeadDepartment:Sales & MarketingLocation:Experience:10-15 yearsQualification:Graduate or PostgraduateB. Prior Experience-Minimum 10-15 years of experience within the real estate industryC. Key ResponsibilitiesThis position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.
    • Timely customer query resolution
    • Monitor Sales receivables collections and active follow-ups
    • Completeness and comprehensiveness of data and documentation
    • Productivity of Back Office/ customer care team
    • Timely despatch of documents
    • Coordination with centralized marketing team
    Strategic
    • To conceptualize & identify opportunities to create and implement customer delight
    Operational
    • Customer Life Cycle Management.
    • CRM update on daily basis of all the activities.
    • Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
    • Analyze and report weekly over dues.
    • Follow set processes for generation of demands, reminders for the milestone raised
    • Ensure uniform customer experience through standardized processes
    • Handhold the customer through the post sales process upto possession.
    • Ensure feedback given to the management in order to keep track of customer deliverables
    • To ensure complete and comprehensive documentation of all customer related records
    • To ensure prompt dispatch of receipts for customer payments/ documents received
    • Responsible for collections for all payments due and overdue, maintaining low debtors.
    • Follow up with customers for timely collections & recoveries etc.
    • Handling & counseling of cancellations, interest payments etc.
    • Timely escalation of cancellation cases ensuring customer retention.
    • Timely escalation of issues/cases where managements approvals are required
    • To ensure adequate support to customers for assistance in bank loans, registration of property
    • Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
    • .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
    • To lead and implement customer delight initiatives e.g. welcome kits for new customers, prompt allotment letters
    Support to Sales & Marketing
    • To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
    • To support the sales team in selling forms to prospective customers for projects in the region
    • To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
    • To coordinate with all projects and corporate marketing team for requirement of marketing collaterals

Keyskills :
salesmarketingcrm

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