Job Description

Executive - Customer Experience



Date: 29 Aug 2023



Location: Pune



Company: Mahindra Lifespace Developers Ltd.







Job Purpose
Ensuring customer delight through the services rendered. Building and maintaining profitable relationships with the customer. Resolving customer complaints quickly and efficiently.



Principal Accountabilities

1. Manage customer interactions: calls, emails, and walk-ins. Ensure timely welcome calls.
2. Address queries about Agreement Registration and procedure.
3. Follow up on stamp duty and registration payments.
4. Coordinate with registration consultant for agreement registration.
5. Update SDR dates on SFDC.
6. Handle retention, assist with stamp duty payment.
7. Make outbound calls, build relationships with customers.
8. Provide NOC/ROC, Demand Letter, Payment Receipt to Bankers/Customers.
9. Manage customer disputes, update SFDC.
10. Assist customers with project visits and updates.
11. Coordinate with Office Assistance for agreements/payment pickups.
12. Update Collection and Possession dates.
13. Communicate project updates via newsletters/emails.
14. Handle documentation and support post-sales.
15. Coordinate inter-departmentally on various matters.
16. Review and update comments on SFDC.
17. Follow up on flat readiness and possession scheduling.
18. Prepare possession documents, obtain customer completion.
19. Coordinate flat customization per policy.
20. Organize activities/events for existing customers.
21. Send pre-cancellation and cancellation letters on time.
22. Handle customer concerns/disputes until possession.


Performance Measure of Success

Individual Accountability

• Adherence to the TAT for completing the welcome calls.

• Registration completion within the due date

• SR closures within the TAT

• Regular follow-ups for Payment Collections and ensure payments are received within due date.

Shared Accountability

• AFS sharing with customers-in co-ordination with BO

• Ensuring the flat readiness to schedule the registration- In co ordination with FM

Key Relationships




External

Internal

• Customers and Bankers

• All the cross functional teams (Collections, FM, Sales, Projects, Finance, Marketing, IT)

Qualification

Experience

• Graduate in any stream

2-6 years\xe2\x80\x99 experience in the CRM function Real Estate experience preferred