- *KRA – CRM Manager (Affordable Housing Projects)**
- *Location:** Sector 62, Gurugram
- *Contact:** 8059553223
- *Software:** Pinga 4Quite CRM
1\. Customer Lifecycle Management
- Manage customers from booking to possession.
- Ensure seamless customer experience throughout the project lifecycle.
- Address customer queries, concerns, and grievances within defined timelines.
2\. Affordable Housing Compliance \& Documentation
- Ensure complete customer documentation as per Affordable Housing Policy guidelines.
- Coordinate with customers for agreement execution, loan documentation, and KYC compliance.
- Maintain accurate records of all customer documents and approvals.
3\. Collections Management
- Monitor customer payment schedules and demand collections.
- Ensure timely collection of installments and outstanding dues.
- Coordinate with Accounts and Sales teams to achieve collection targets.
- Minimize payment defaults and overdue receivables.
4\. Home Loan Coordination
- Liaise with banking partners and financial institutions for customer loan processing.
- Track loan sanction, disbursement, and documentation status.
- Facilitate smooth communication between customers and lenders.
5\. Customer Communication
- Share project construction updates, demand notices, possession schedules, and policy\-related communications.
- Ensure prompt response to customer inquiries through calls, emails, and CRM channels.
- Maintain high customer satisfaction levels.
6\. Possession \& Handover Management
- Plan and execute possession activities as per project timelines.
- Coordinate snag rectification, possession documentation, and handover formalities.
- Ensure smooth customer onboarding during possession.
7\. CRM System Management (Pinga 4Quite)
- Maintain accurate customer records in the CRM system.
- Track customer interactions, collections, complaints, and service requests.
- Ensure timely and accurate data updates.
8\. Complaint Resolution \& Service Excellence
- Monitor customer complaints and service requests.
- Coordinate with internal departments for timely resolution.
- Maintain defined TAT (Turnaround Time) for complaint closure.
9\. Cross\-Functional Coordination
- Work closely with Sales, Accounts, Legal, Projects, and Management teams.
- Ensure seamless information flow and issue resolution.
- Support project launches, allotments, and customer engagement activities.
10\. MIS \& Reporting
- Prepare daily, weekly, and monthly CRM reports.
- Track key metrics related to collections, customer satisfaction, complaints, and possessions.
- Present CRM performance reports to senior management.
Key Performance Indicators (KPIs)
- Collection Efficiency (%)
- Customer Satisfaction Score (CSAT)
- Complaint Closure TAT
- Loan Processing Success Rate
- Data Accuracy in CRM
- Possession Handover Timeliness
- Customer Query Response Time
- Outstanding Receivables Reduction
- Documentation Compliance Rate
- Customer Retention \& Referral Rate
Pay: ₹40,000\.00 \- ₹65,000\.00 per month
Benefits
- Paid sick time
- Provident Fund
Work Location: In person