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Sr. Executive - CRM

Engineering Projects (India) Limited
Noida, IND
Full-time
Senior
Onsite
Discovered 4 days ago

Full Job Posting

Strategic

  • Coordinate with other functions on critical customer queries.
  • Ensure a consistent level of service quality.
  • Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience.

Operational

  • Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care
  • Ensure the welcome call to the customer is made for onboarding of customer post sales
  • Ensure complete and comprehensive documentation of all customer related records
  • Ensure data entry and detailed filing of all customer documents received
  • Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule
  • Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues
  • Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team
  • Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)
  • Ensure timely collection from customers as per payment schedule
  • Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same
  • Drive additional sales from existing customers through repeat booking/upgrade/referrals
  • Ensure compliance to Customer Care processes and Legal and statutory guidelines
  • Implement ‘customer delight’ initiatives – e.g. welcome kits for new customers
  • Provide inputs to management based on MIS data and customer requirement & feedback
  • Responsible for activities such as project updates, payment reminders, arranging for site visits

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