Customer Support Manager

Role & Responsibilities :

1. Operations :

• Ensure to create Customer Experience and Service to upkeep the brand value across all the projects.
• Value Added Revenue Generation for the company via Customizations.
• Must be well-versed with Govt & Legal RERA and Civil related issues and the market information.
• Ensure the costing details provided to the customers are in line with the business/process guidelines before submitting them to the customer/ project manager for execution of works.
• Coordinate with the project teams and to ensure the modifications requested by the customers are attended and completed as per the timelines.
• Ensure all the snags including common area snags are addressed before handing over the key to the customer.
• Responsible for customer communication after completion of disengaging or once the apartment is ready for interiors/Pooja and collect the final dues from the customers.
• Responsible for Parking Management and its issues, collecting feedback from traffic consultants and project teams for necessary changes.
• Preparation of Caution Deposit Refund Statements and ensure that it has been captured as per company policy.
• Ensure to maintain the handing over of data of all the projects and provide those details to APMS team on monthly basis for raising the maintenance invoice.
• Responsible for allocating parking bays in consultation with project team and minimize the escalations from customers and the data must be shared with APMS team for their records.
• Responsible for monitoring day-to-day operations of each site and coordinate with Site Managers and ensure hassle-free operations.
• Ensure an ethical and transparent working culture among the team members.
• Prepare Reports & Project updates and share it with HO/Sales Admin team for further processing.

2. Customer Relationship

• Actively engage with customers to address concerns, inquiries, or escalations related to snags/modifications or project progress.
• Personally intervene to resolve the customer issues, demonstrating a commitment to customer satisfaction.
• Conduct regular site visits to assess project progress and identify any factors impacting timely completion.
• Collaborate with internal stakeholders and external partners to resolve issues efficiently and maintain positive customer relationships.
• Maintain a customer-centric approach, striving to exceed customer expectations and deliver

exceptional service at every touchpoint.

• Uphold high standards of professionalism and integrity in all interactions with customers, colleagues, and stakeholders, fostering trust and confidence in the company's brand and reputation.
• Ensure smooth flat handing over process with all the necessary documentation in coordination with internal stakeholders.

3. Processes

• Drive change by implementing new systems while ensuring existing work is not hampered.
• Bring in best practices into Customer Care from industry and help Aparna become a leader in customer centricity.

4. People & Team Management

• Foster a culture of teamwork and collaboration within the Customer Support Management team, promoting open communication and knowledge-sharing.
• Provide training and guidance to team members on project processes, responsibilities, and best practices.
• Lead by example in demonstrating proactive problem-solving, effective communication,

and a strong work ethic.