Customer Relationship Management Manager

Job Title: Relationship Manager

Department: Customer Experience

Location: Noida/Gurugram

Industry: Real Estate

Employment Type: Full-time

Key Responsibility Areas (KRA):

(A) Email Oversight and Customer Handling:

Monitor daily email activity and ensure timely responses.

Handle walk-in customers with a focus on resolution and satisfaction.

(B)New Bookings and Documentation:

Scrutinize new bookings and ensure proper welcome calls.

Oversee the issuance of allotment letters, BBA registration, and tracking customer satisfaction to maintain high service quality standards.

(C) Payment and Registration Management:

Ensure timely payments and BBA registration for all the assigned bookings (new and old) to ensure a seamless process.

(D) Customer Feedback and Monitor NPS:

Work closely with the team to gather maximum feedback from walk-in customers and email closures.

Monitor team performance and ensure efficient customer engagement.

(E) Payment Projections and Collections:

Ensure monthly payment projections are met on time by following up with customers and bankers, especially in loan cases.

(F) MIS Reporting:

Maintain MIS for collection data, payment drop reports, and daily/monthly projections.

Loan Disbursement Follow-Ups:

Coordinate with bankers, customers, and the finance team to expedite loan disbursement cases.

(G)Possession Coordination:

Liaise with the site team to track possession timelines and project completion.

(H) Approvals and Escalations:

Ensure all necessary management approvals are in place for concerned teams and individuals.

Address and resolve escalations related to routine walk-ins by providing resolutions aligned with company policies.

(I) Project-Level Coordination:

Collaborate with the Projects team for updates at the project and unit levels.

(J)Customer Satisfaction:

Continuously track and enhance customer satisfaction by maintaining high service quality standards.

(k) Legal / Non-Legal Client Approvals:

Prepare approval notes for legal & Non-Legal clients and ensure a structured follow-up process.

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