Assistant Manager - Client Relationship Management - Real Estate (5-8 yrs)
Key Responsibilities of the Role
Job Description :
- Life cycle documentation : From Allotment till handover of project.
- Managing customer grievances and tracking status and their resolution within agreed upon SLAs and TATs.
- Responsible for Customer relation-ship management at project site,
- Responsible for all CRM activity, documentation and MIS at project site.
- Intimation of inspection period to customer and schedule customer appointments for inspection.
- Carrying out "PRE-DELIVERY INSPECTIONS" of all flats in co-ordination with construction team and PMG group.
- Pre-delivery inspection and snag list. Communication of snags/defects identified to relevant department and follow-up for resolution.
- Co-ordination with construction team at site for carrying out Rectification Works that has to be necessarily undertaken.
- Clear communication of handover procedures to the customer.
- Final Handing over of flats to customers on completion of all the works in all aspects to customer satisfaction.
- Ensure timely handover to the Association.
- Rental management and management of Maintenance Agencies.
- Manage Modification requests to the satisfaction of customer.
- Car park allotment.
- Interacting with the customer & Preparing a detailed modified drawing and costing based on customer requirements
- Executing the modification/changes as approved by customers as per the work progress at site.
- Taking confirmation from customer on fixtures fittings with necessary documentation and forwarding the same to site for incorporation in respective flats.
- Billing and collection of Maintenance charges.
- MIS and Documentation of all correspondences.
- Any other activity as deputed by the Management.
- Handling Modification Queries and management in coordination with Customers and Projects.
- Credit control / payments follow up and related documentation like issuance of receipts.
- Follow up coordination with Customers/Financial Institutes/ Banks for payments.
- Monthly Project updates to Customers.
- Handing over the units after QA/QC completion jointly with Projects team, to customers.
- Managing the entire process of Documentation including Registration, Khata Transfer etc.
Work Relationship & Reporting :
- After Sales : Weekly MIS update + ensuring that the documentation + payment follow up for sold clients is on schedule + Conflict Resolution.
- Projects : For Project updates + Modification + Handover + QC Issues
- Customers : To deliver a high-quality service to customers that exceeds Expectations.
- Any other duties/Responsibilities which may be assigned from time to time.