Job Description

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JOB DESCRIPTION
SECTION I: BASIC INFORMATION ON THE POSITION
UJR Name Relationship Manager Low Designation / Role name Thane
Function Sales & Marketing Sub Function CRM
Band 5 Manager/ Individual Contributor Individual Contributor
SBU Realty Location Thane
UJR Code
SECTION II: ORGANIZATIONAL RELATIONSHIPS
Direct Reporting Indirect (Dotted) Reporting
Next Level or Skip Level Supervisor / Manager Head CRM
Immediate Supervisor / Manager Relationship Manager High
Position Relationship Manager Low
Number of positions reporting to the role NA
Position titles of reportees NA
SECTION III: PURPOSE OF THE ROLE
The role holder is responsible for end to end customer service through phone calls and emails for all projects.
SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE
- End to end customer service through phone calls and emails
- Invoicing and SAP assistance
- Collections as per AOP using all communication channels
- Queries resolution using SFDC tool
- Proactive communication
- Retention of the cancellations, registration assistance , DMS assistance o Registration assistance
- Any other official responsibility as per the department's requirement
SECTION V: KEY RESULT AREAS
Key performance goals for the role: Critical outcomes of a job contributing to the organization's and role's success Weightage (should add up to100%)
AOP VS. Collections and reduction in outstanding
- Collection as per AOP is critical for positive Net Cash Flow
- Engaging with customers to understand and track reasons for non payment and find a workable solutions
- Basis the opening balance, the billing projection for existing customers and new booking is to be planned and accordingly outstanding is to be reduced.
- TDS collection and collection of form 16B on time
- Timely reconciliation of unidentified credits 30%
Onboarding and SDR Collection
- Timely welcome call and completion on onboarding of the process
- Follow up for the SDR challan generation and manage Registrations on time 15%
SOP Adherence & Process correction
- All customer payment reminders to be sent on time,
- 100% usage of Web Consol.
- All interactions are to be captured in SFDC.
- Cases to be closed within TAT
- Creation of policies as a process improvement and take it further for approval
- All cases reflecting in SFDC to be closed within TAT
- Cross functional co-ordination with other departments 25%
Cancellation reduction Referral bookings
- Retaining customers through solution oriented approach is critical for prevention of termination as well as the customer initiated cancellations 15%
Overall CSAT score improvement and customer engagement initiatives
- proactive communication
- Prompt revert to the customer queries
- CSAT survey to get filled from the customers if not submitted
15%
TOTAL 100%
SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable)
Financial Accountability (with exclusive authority)
Geographical Scope PAN India
SECTION VII: KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES
Education Qualification B.Com
Technical & Professional Knowledge required
(What someone NEEDS TO KNOW)
Should be fluent in Spoken and written English and local language
Should be well versed with MS office and Excel
Knowledge of SAP & SFDC preferred, not mandate
Experience required
(What someone NEEDS TO HAVE DONE) Must have 2-4 years expeirence.
Must have real estate / construction industries experience
Essential RLC for the role
(Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE) Drive Results
Active Collaboration
Customer Empathy
Personal Attributes required
(Personal qualities, motivations, and preferences likely to enhance performance in the role) Self Starter
Assertive Evaluative Insightful Influencing
Detail conscious
Logical
Decisive
Domain/ Functional skills required Execllent communication skills- oral and written
Attention to detail
Logical reasoning
Sound judgment Perspective on risk Interpersonal skills
SECTION VIII: KEY INTERACTIONS
Internal (Key interactions within the organization) Nature or purpose of interaction
HOD & Assistant Manager Suggestions and approvals
External (Key Interactions outside the organization) Nature or purpose of interaction
Customer For work completion

Skills Required