Team Lead - India, Delhi - Larsen & Toubro

    Larsen & Toubro
    Larsen & Toubro India, Delhi

    4 days ago

    Full time ₹1,800,000 - ₹3,200,000 (INR) per year *
    Description
    Key Responsibilities

    This position is responsible for building dedicated key account relationships with customers. Responsible for MIS, monitoring all documentation, agreements and registrations as well as monitoring/ follow-up for payments and collections in the region. Other duties include coordination with the corporate marketing team for requirements of marketing collaterals for the projects.
    • Timely customer query resolution
    • Monitor Sales receivables collections and active follow-ups
    • Completeness and comprehensiveness of data and documentation
    • Productivity of Back Office/ customer care team
    • Timely despatch of documents
    • Coordination with centralized marketing team

    Strategic
    • To conceptualize & identify opportunities to create and implement customer delight

    Operational
    • Customer Life Cycle Management.
    • CRM update on daily basis of all the activities.
    • Prepare & submit MIS with regards to customer complaints, queries & requests resolved/answered
    • Analyze and report weekly over dues.
    • Follow set processes for generation of demands, reminders for the milestone raised
    • Ensure uniform customer experience through standardized processes
    • Handhold the customer through the post sales process upto possession.
    • Ensure feedback given to the management in order to keep track of customer deliverables
    • To ensure complete and comprehensive documentation of all customer related records
    • To ensure prompt dispatch of receipts for customer payments/ documents received
    • Responsible for collections for all payments due and overdue, maintaining low debtors.
    • Follow up with customers for timely collections & recoveries etc.
    • Handling & counseling of cancellations, interest payments etc.
    • Timely escalation of cancellation cases ensuring customer retention.
    • Timely escalation of issues/cases where management's approvals are required
    • To ensure adequate support to customers for assistance in bank loans, registration of property
    • Handle & answer customer queries/complaints with min. response time to all sub functions within predefined TAT.
    • .Facilitate handing over of the property ensuring completion of all processes involved ensuring customer satisfaction with handover of the flat.
    • To lead and implement 'customer delight' initiatives – e.g. welcome kits for new customers, prompt allotment letters

    Support to Sales & Marketing
    • To ensure prompt responsiveness on sales enquires (viz. customer calls, emails, walk-ins and other correspondence) so as to maximize sales conversions
    • To support the sales team in selling forms to prospective customers for projects in the region
    • To analyse feedback from customers and the trends to sales queries and provide feedback to the Sales and Marketing teams
    * This salary range is an estimation made by beBee
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