Assistant General Manager - Customer Care Services

Role & responsibilities

Handover, Snagging & De-snagging ensures that every unit is defect-free, fully functional, and ready before giving possession to the customer.

Oversees the entire process of handing over completed units or projects to customers or facility management teams.

Key responsibilities:

• Plan and manage unit handover schedules.
• Coordinate with construction, QA/QC, MEP, and customer service teams.
• Ensure all statutory approvals and completion certificates are obtained.
• Monitor readiness of common areas, amenities, and infrastructure.
• Conduct pre-handover inspections.

Inspection, registration & Handover formalities of all apartments.

Coordination with legal, collection, project & FM team to ensure class quality & comfortable transition process. Attending customer grievances & resolve within TAT in coordination with projects & FM team, creating best in class environment while attending possession clients as per guidelines.

Capturing all customers grievances & general queries in CRM database and SFDC for further reference & tracking.

Overall interdepartmental coordination to ensure customer satisfaction & circulating MIS.

To ensure handover of flat is managed well and documentation of every interaction updated in system for future reference.

Build high-quality relationship with customers by actively listening and responding appropriately to queries, concern and request.

Manage escalations with concern and ensure the matter is closed in the best interest of business satisfaction.

Preferred candidate profile

Looking for candidates who have experience in Handover, Post Sales, Technical CRM.