Sr. Manager/ AGM - Customer Services (Dhaka & Chittagong)

Job Description

Title: Sr. Manager/ AGM - Customer Services (Dhaka & Chittagong)

Company Name: Sanmar Properties Ltd.

Vacancy: 2

Job Location: Chattogram, Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Masters degree in any discipline
∎ Skills Required: Customer Service

Experience Requirements:
∎ 8 to 10 year(s)
∎ The applicants should have experience in the following area(s): Customer Service
∎ The applicants should have experience in the following business area(s): Real Estate

Job Responsibilities:
∎ 1. Directly report to Sr. DGM & Head of Customer Service.
∎ 2. Strategy Formulation for the innovative Customer Service.
∎ 3. Ensuring daily/weekly/monthly meeting with team members to follow up and discuss possible improvements to customer service, share new ideas for developing customer service.
∎ 4. Organizing training program time to time basis regarding CSD & Revenue to improve efficiency of the team.
∎ 5. Handling critical/defaulter customers in a gentle & polite way.
∎ 6. Receiving all sorts of customer complaints & queries and providing feedback within timeframe.
∎ 7. Developing feedback or complaints procedures for customers to use.
∎ 8. Conducting all the coordination meetings with Sales, Engineering, Finance & Accounts, etc.
∎ 9. Review and update Sale Agreement, Allotment letter, Application Form, Handover Deed based on Real Estate Act and latest Govt. resolution as required.
∎ 10. Drafting different corporate Agreements, undertakings, Certificates, MOU, POA, etc.
∎ 11. Maintain communication with Lawyers for time to time for vetting of Deeds, Clauses, legal replies, etc.
∎ 12. He will monitor activities of Revenue
∎ a. Responsible to ensure Collection Target.
∎ b. Dealing all critical Customer referred by team/team leader
∎ c. Tracking day/week wise Collection.
∎ d. Formulate and initiate action plan to achieve collection target as set by the Management time to time.
∎ e. Counseling the flat owner before/after cancel / surrender flat.
∎ f. Serving Flat Cancellation Notice and Cancellation Letter with proper checking and counseling client.
∎ g. Issuing different type undertaking/ certificate in favor of client / financial institutes.
∎ h. Prepare monthly report for the management.
∎ 13. He will monitor activities of ESM
∎ a. Initiating One Stop Service
∎ b. Monitoring Modification Work.
∎ c. Monitoring Post-Handover Maintenance.
∎ d. Monitoring modification & selection of the material time to time for the smooth operation of the projects.
∎ e. Visiting projects time to time to ensure the quality products to satisfy the customers as well as to uphold the image of company.
∎ f. Monitoring Joint inspection for Apartment Handover.
∎ 14. He will monitor activities of Customer Care.
∎ a. Complain Handling
∎ b. Refund to Customer Management.
∎ c. Strategy Formulation for better customer experience.
∎ d. Attending Allotment Handover Program.
∎ e. Organizing and conducting the entire committee formation meeting.
∎ f. Signing different general circulars i.e. flat H/O letter & notice, pre-handover meeting notice, adhoc committee meeting and welcome meeting, etc.
∎ g. Attend meeting with financial institutions for Tripartite Agreement negotiation.
∎ 15. Dealing with Landowner-from inception to handover.
∎ a. Taking over document from BD.
∎ b. Monthly Follow-up call to all Landowner and track accordingly.
∎ c. Monitoring modification work of LO flat

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Insurance
∎ Salary Review: Yearly
∎ Festival Bonus: 2

Application Deadline: June 6, 2019

Company Information:
∎ Sanmar Properties Ltd.
∎ Address : Sanmar Ocean City (7th Floor), 997, CDA Avenue, East Nasirabad, Chittagong-4000; Dhaka Office: Landmark Tower (2nd floor), 12-14 North Avenue, Gulshan -02; Dhaka
∎ Web : www.mysanmar.com
∎ Business : Real Estate, Interior Design & Development, Rubber Plantation, Chittagong Stock Brokerage, Productions, Publication

Category: Customer Support/Call Centre