Key Responsibilities of the Role:

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.

Assistant Manager Customer Support