GODREJ PROPERTIES

FOR THE 2021 batch only

Customer Relationship Management

Locations: Mumbai, NCR, Bangalore, Pune, Ahmedabad, Kolkata

Job Type: Permanent, Full-time

Grade: Executive

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We are looking for someone passionate about creating meaningful customer experiences, fostering and delivering the end-to-end customer relationship journey. Someone detail-oriented, solution-centric and persistent in continuously raising the bar. Someone who thrives in dynamic, ambiguous, and fast paced environments, and is willing to roll up their sleeves and get the job done.

Read on, if this sounds interesting!

Godrej Properties

At Godrej Properties, we are bringing the 125-year-old Godrej Group’s philosophy of innovation, sustainability, and excellence to the real estate industry. We are India’s leading real estate developer in terms of Sales bookings for fiscal year 2021. We create spaces that enable everyday joys, one community, one family and one home at a time. This purpose is at the heart of everything we do. Read about our exciting aspirations.

What impact will you create?

You will be responsible for fostering and delivering the end-to-end customer relationship journey, creating customer delight - driving NPS, registrations, handovers and collections.

KEY RESPONSIBILITIES

1. Customer Complaints Redressal

- Analyze customer needs and feedback and ensure continuous refinements in the services offered

- Monitor the daily grievances and escalations received from customers

- Ensure timely, accurate and satisfactory solutions are provided by team members to each of these queries

- Coordinate with other functions to resolve customer issues

- Liaise with Facilities team to highlight any customer issues during snagging and de-snagging

- Implement processes that ensure the timely generation of payment receipts to customer, thereby significantly reducing customer queries

- Handle escalated customer complaints / queries generated via phone calls, emails, or walk-ins with highest quality of resolutions provided in line with internal SOPs

2. Customer Collections

- Keep the customer well informed and updated on project status

- Coordinate with customers for every upcoming payment milestones by sending pre-intimations as per internally defined SOPs

- Follow up extensively by sending payment reminders and raising escalations in cases of delayed payments

- Monitor that all the payments related details are accurately updated in SFDC portals by coordinating with Finance team

- Coordinate with various internal key functional teams to ensure that the collections are streamlined and can be brought in within the timelines

Who will you partner with?

Why Godrej? Among the many reasons we could offer you, the passionate, purposeful people you get to partner with, tops our list.

- You will have the opportunity to partner with and learn from colleagues across the site

- The Site Customer Centricity Head will guide you on the larger strategy

Other partners

- Internal: Finance, Sales, Design, Operations, Legal, and Audit team members

- External: Customers, Bankers, Registration Vendors, Facilities Management Auditors/Consultants

Who are we looking for?

Key skills

- Inherent ability to care for customers and a strong drive to deliver high quality customer experience

- Deep interest in knowing diverse customer profiles and their contexts and needs; and how to use this to train others on customer service

- Excellent interpersonal skills, including influencing, negotiation and communications skills to manage effective stakeholder relationships in cross-functional teams; high on energy and driven

- Ability to manage crises and resolve conflicts

- Ability to balance customer and business requirements

Education: - Graduate degree in any discipline from a tier-1 college

## Channel Sales / Direct Sales / Sustenance Sales

Locations: Mumbai, NCR, Bangalore, Pune, Ahmedabad, Kolkata

Job Type: Permanent, Full-time

Grade: Executive

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We are looking for someone passionate and driven to join us in executing the sales growth agenda for Godrej Properties. Someone detail-oriented, solution-centric and persistent in continuously raising the bar. Someone who thrives in dynamic, ambiguous, and fast paced environments, and is willing to roll up their sleeves and get the job done.

Read on, if this sounds interesting!

Godrej Properties

At Godrej Properties, we are bringing the 125-year-old Godrej Group’s philosophy of innovation, sustainability, and excellence to the real estate industry. We are India’s leading real estate developer in terms of Sales bookings for fiscal year 2021. We create spaces that enable everyday joys, one community, one family and one home at a time. This purpose is at the heart of everything we do. Read about our exciting aspirations.

What impact will you create?

Channel Sales: Achieve assigned sales targets through win-win partnerships with channel partners

Direct Sales: Achieve assigned sales targets in the region through direct interaction with customers, converting walk-in prospects into customers

Sustenance Sales: Achieve assigned sales targets through loyalty / referrals / corporate sales channels

KEY RESPONSIBILITIES

Channel Sales Direct Sales Sustenance Sales

Channel partner screening and

creating a network of channel

intermediaries

- Screen for potential channel partners, with specific target markets, in consistence with the business requirements

- Consider factors like size, viability, suitability for target market, management competency, etc of the channel partners

Sales

- Conduct meetings with interested customers to understand their requirements

- Take prospective customers for site visits

- Negotiate with customer and gets final price approvals

- Escalate when required to close deals or give discounts

Sales

- Ensure achievement of sales as per AOP & monthly/quarter plans

- Close sales bookings with customers

- Propose schemes to reduce slow moving inventory / facilitate fast movement of inventory

- Drive new sales through loyalty/referral/corporate sales channels

Lead Management Lead Generation & Servicing

- Research on channel partners’ track record, experience, credibility, technical knowledge, etc

- Maintain paperwork related to channel partner registration - Create and maintain a database of channel partners

- Clear activity trackers with CPs and drive them relentlessly

- Maintain a list of customers culled from different sources in salesforce.com

- Assign categories to customers basis their potential for future follow ups, e.g. hot, warm, cold

- Attend to customer enquiries/leads/ walk-ins/ online leads

- Make cold calls to customers which will be a day to day activity to generate site visits

- Develop leads during launches/marketing events

- Generate further leads by establishing rapport with existing customers

- Update trackers for customer follow ups and lead updation in salesforce.com

- New lead generation through direct channels – loyalty/ referral/corporate sales

- Timely lead servicing of leads assigned on Salesforce

- Ensuring assigned leads are converted into customer visits at site

Managing Channel Network

- Aligns channel partners with the organization’s long term goals to ensure maximum mutual

profitability

- Develop a roadmap for establishing a smooth and stable working relationship with channel partners

- Compare revenue impact vs availability of alternatives while dealing with partners

- Follow up with channel partners to meet targets

- Maintain MIS records of channel partners’ performance

- Keep track of invoices and payments from channel partners

Customer Query Resolution

- Ensures team responds to customer queries sent on mail within agreed timelines

- Responds to complex / difficult customer queries that are sent on mail

- Ensures all documents related to every customer are properly maintained

After Sales Documentation

- Facilitates customers in completing initial booking formalities e.g. application form completion, initial payment instalments

Process Adherence

- Complies with company defined guidelines and processes

- Adheres to project timelines

Who will you partner with?

Why Godrej? Among the many reasons we could offer you, the passionate, purposeful people you get to partner with, tops our list.

- You will have the opportunity to partner with and learn from colleagues across the site

- The Sales Head of the site will guide you on the larger Sales strategy Other partners

- Internal: Marketing, Finance, Customer Centricity and Design team members

- External: Customers, Channel partners

Who are we looking for?

Key skills

- Excellent interpersonal skills, including influencing, collaboration, negotiation and communications skills to manage effective stakeholder relationships in cross-functional teams; high on energy and driven - Strong analytical skills, with the ability to leverage data and insights for effective decision making - Target oriented, willing to take more responsibility

- Ability to understand customer insights and provide inputs accordingly

- Ability to understand various marketing media and their impact Education

- Graduate degree in any discipline from a tier-1 college

Please request interested candidates to fill in this form -https://forms.gle/GPL-Campus by 28th October 2021.