About the role
PURPOSE OF THE ROLE
Liaison between customer & company, customer satisfaction, payment collections. In turn, help the growth of the company.
KEY RESPONSIBILITIES
1. To send welcome email to customers post receiving the booking form from site, follow up with
customers for agreement signing and send them agreement draft copy.
2. Prepare agreements, bank documents, possession handing over documents, credit / debit notes.
3. Coordinate with banker and customer for the payment release.
4. Sending our office representative to customer place for documentation and to banks for collecting
the disbursements.
5. For subsequent disbursements, send the progressive demand letters to customers.
6. Final settlements with customers before handing over the keys.
7. Registration related communication to customers.
8. Customer mail responses.
9. ERP updates in High-rise on day to day basis.
10. Payment collection from customers and bankers.
11. Attending inbound customer calls and solve their queries.
TEAM MANAGEMENT :-
Not applicable.
CUSTOMER INTERFACE
1. Unit related queries.
2. Brief through the agreement and documents.
3. Assisting in filling the TDS.
4. Finalizing modification if any in the given scope.
5. Tiles finalization.
6. Payment receipts.
7. Extract referrals.
INTER DEPARTMENT CO-ORDINATION
1. Coordinate with the architect department for agreement drawings and unit plans. To also ask for
clarity on any specific modifications required by customers from the architect team.
2. Coordinate with project team for customer tile forms and modification.
3. Coordinate with CRM team from site for inspection of individual flat before handover. To inform
the CRM team on site for handing over the keys after the final settlement is completed by the
customers.
4. Coordinate with QS/planning team on the tile quantity for customers & to prepare the credit and
debit note.
5. Coordinate with accounts team on daily collection and customer cheque deposits on daily basis.
6. Coordinate with legal department for any legal queries from customers / bankers.
REPORTS
1. Pending agreement report weekly.
2. Project wise customer collection report daily.
KEY DELIVERABLES / PERFORMANCE MEASURES
1. Reply to customers on calls and emails.
2. Highrise update.
3. Number of the agreements executed on weekly basis.
4. Effort to achieving monthly targets.
5. Regularity in attendance.
KEY CHALLENGES
1. Obtaining project NOC on time.
2. To clear the difference committed from sales team with the customer.
3. Time taken to address pending issues in the unit.
IDEAL CANDIDATE FOR THE ROLE
Knowledge
MS office, ERP systems, Bank formalities
and Legal Documentations, RERA
requirement.
Skill
Pro-active, Team coordination, good
communication, drafting.