Customer Relationship Manager

CRM ROLES & RESPONSIBILITIES

1. Client Communication:

• Welcome Mail: Ensure an automated or manually customized email is sent immediately after a client books a flat, welcoming them to the project.

• Correspondence: Regularly send emails/letters to clients regarding project updates, documentation, payments, etc.

• Meeting Arrangements: Coordinate meetings between clients and management, ensuring availability and smooth scheduling.

2. Documentation & Agreements:

• Sale/Construction Agreement: Prepare the necessary agreements and documentation for new clients to formalize the deal.

• NOC & Loan Documentation: Prepare No Objection Certificates (NOC) and other documents required by banks for loan processes.

• Sale Deed Coordination: Collaborate with clients and document writers to ensure proper sale deed preparation and registration.

• Extra Work Costs: Prepare cost analysis reports for additional work requested by the client and seek approval before proceeding.

3. Project & Payment Tracking:

• Stage-wise Progress: Regularly monitor and report the progress of construction work at each stage for all clients.

• Demand Letters: Issue demand letters for stage-wise payments to the concerned clients and track payment status.

• Payment Collection & Receipts: Ensure that payments are collected on time and receipts are issued accordingly.

• Extra Work Coordination: Work with the client and site team to facilitate any additional work or modifications needed.

4. Financial Coordination:

• Financial Institutions: Communicate with banks or financial institutions to ensure timely project/loan approvals.

• Outstanding & Collection Reports: Maintain and track monthly reports related to outstanding payments and collections.

5. Final Handover & Reports:

• Client Handover: Ensure all formalities are completed and the flat is handed over to the client as per the agreed schedule.

• Weekly/Monthly Reports: Prepare periodic reports to keep management and clients updated on the project's progress.

File Maintenance (Documents to be Organized)

1. Master Copy of Records (Project-wise): Keep a central record of all project-related information for easy access.

2. Monthly Collection Report: Document payments collected each month, ensuring records are updated.

3. Monthly Registration Status Report: Track the registration status for all properties on a monthly basis.

4. Outstanding Statement: Keep a record of any outstanding payments and follow up accordingly.

5. Client Handover List: Maintain a list of clients receiving their flats, organized by handover date.

6. Overall Project Status: A comprehensive summary of all ongoing projects, their status, and key milestones.

7. Extra Work Bills: Maintain a file for bills related to any extra work requested and approved by clients.

8. Client-Wise Files (for each project): Organize client-specific documents, agreements, payment records, and correspondence.

9. Receipt Books: Keep track of all issued receipts and maintain them for accounting and auditing purposes.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.