Customization - General Manager

Customer Support (Customer Care)
JD for General Manager Customer Support, Aparna Constructions and Estates Pvt. Ltd.

Job Description

Job Code: M&S_Customer Support_GM Customer Support_04/2024_V.0Unique Job RoleGeneral Manager - Customer SupportFunctionCustomer SupportReporting toEVP Marketing & SalesCurrent Designation GMGrade/Band IIIDateApril 2024Role SummaryThe role entails ensuring exceptional customer experience and revenue generation through customization while adhering to legal regulations. Responsibilities include coordinating with project teams, addressing snags, managing customer communication, parking allocation, and maintaining project data. Upholding ethical standards, fostering teamwork, providing training, and driving change are also key aspects of the role.External InterfacesInternal Interfaces

• Customers
• APMS
• PMC
• Engineering (Construction Management)
• MEP
• Finance
• Client Relationship (Sales Admin)

Job Requirements

Educational Qualification : B.Tech /BE with a specialization in Civil Engineering or MBARelevant

Experience: 18 - 20 years expr in Real Estate in customer care Key Behaviors

• Customer Communication (Communication in English,Telugu and Hindi Preferred)
• Knowledge of customer service principles and practices
• Excellent listening skills
• Attention to detail
• Great negotiation and problem-solving skills
• Teamwork and ability to work under pressure

Knowledge/ Technical Skills

• Knowledge of Microsoft Office
• Experience in collecting and analysing data
• Excellent PowerPoint skills
• Strong aptitude

Roles and 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 desnaging 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.