Job Description

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JOB DESCRIPTION
SECTION I: BASIC INFORMATION ON THE POSITION
Position Name Individual Contributor (IC) Location Thane, Mumbai
Function CRM Sub Function Realty Business
Current Grade 11 (Band 4B) Manager/ Individual Contributor Individual Contributor (IC)
SECTION II: ORGANIZATIONAL RELATIONSHIPS
Direct Reporting Indirect (Dotted) Reporting
Next Level or Skip Level Supervisor / Manager Head CRM
Immediate Supervisor / Manager Lead
Position RM (IC)
Number of positions reporting to the role Nil
Position titles of reportees N/A
SECTION III: PURPOSE OF THE ROLE

• Should be well versed with RERA and current industry practices, standard processes & functions.
• To maintain relationship with clients and coordinate on client queries post booking formalities till possession.
• End to End client servicing through phone calls, emails and meetings within the defined TAT.
• Should have knowledge of CRM / customer delivery during entire life cycle, On-boarding, Collections, Registration, Cancellations, Banking assistance, Post-sales, Grievance /Complaint redressal,
• Coordination with Internal departments to ensure that the business needs are fulfilled effectively.
• Accountable for timely collections, registration, meeting periodic targets, customer retention, SOP enforcement.
• Ensure regular monitoring of project, progress and update the clients on the same.
• Ensure on time completion, comprehensiveness, and accuracy of all documentation pertaining to sale and service.
• To assist client with all queries pertaining to legal, agreement, registration, taxation, banking, etc.
• Ensure compliance with the process and procedures made by the company and ensure its effective implementation during the complete process.
• To identify the discrepancies and notify them to the Management at the right time.
• Handling Escalations/Complaints to provide resolution for queries / issues raised by the clients.
• De-escalating & resolving the concerns as raised by clients.
• Any other official responsibility as per the department's requirement.
• Invoicing or billing and SAP assistance.
• To prepare various reports on daily, weekly, quarterly and monthly basis.

SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE

• Excellent communication and interpersonal skills.
• Good hands on experience in advance excel formulas, Power Point, MS Word, Sales force, SAP.
• Experience in real estate industry is mandatory.
• Candidate should be passionate about target and professionally aggressive with a positive go getter attitude.
• Candidate should have mandatory minimum 6 yrs of experience in Real Estate Industry.
• Candidate should be willing to for 6 days working (on need basis).

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%)
Collection 25%
Onboarding and Registrations within TAT 25%
SOP Adherence & Process correction 15%
Cancellation reduction and Retention 15%
Overall CSAT score improvement, customer engagement initiatives and referal bookings 10%
*Initiatives , Team Player, Self development ,Process Improvement *Punctuality and behavioural competencies 10%
TOTAL 100%
SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable)
Financial Accountability (with exclusive authority)
Geographical Scope Thane, Mumbai
SECTION VII: KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES
Education Qualification Graduate
Technical & Professional Knowledge required
(What someone NEEDS TO KNOW) Customer DATA Analysis/ Management
Customer Relationship Management
Experience required
(What someone NEEDS TO HAVE DONE) Min 6years in Real Estate Customer Relationship Management
Providing best Customer service
Going extra mile to provide customer excellence
Raport building with clients to generate referral booking
Hadling client escalations
Managing client base
Adhering to the SOP and defined timelines/TAT
Essential RLC for the role
(Essential Leadership Competencies that need to be demonstrated or how they NEED TO BEHAVE) Drive results
Customer Empathy
Active collaboration
Break through mindset
Personal Attributes required
(Personal qualities, motivations, and preferences likely to enhance performance in the role) Problem Solving
Collaboration
Team Work
Communication
Creativity
Adaptability
Conflict resolution
Empathy
Time management
Active Listening
Take Owernership
Domain/ Functional skills required Well verserd with RERA guidelines
SAP
Salesforce
Microsoft Excel, Word
Power Point
SECTION VIII: KEY INTERACTIONS
Internal (Key interactions within the organization) Nature or purpose of interaction
Marketing / Sales / CRM/ Design or Architect/ Legal/ Onsite teams/F&A Synergy & collaboration within the teams for effective customer management
External (Key Interactions outside the organization) Nature or purpose of interaction
Customers, Banks, NBFC, Vendors, Channel Partners,etc, Client management, Customer Service, Customer Support

Skills Required