Aftersales Executive

Tailor Your Resume for this Job

For The Forest Chalet sales team, an After-Sales Executive is responsible for managing the customer relationship and administrative processes after a booking has been confirmed, right up to possession and handover.

1. Customer Relationship & Communication

• Act as the primary point of contact for customers after booking.
• Maintain regular communication with buyers regarding their unit, payment schedules and project updates.
• Respond to customer queries over calls, emails and WhatsApp.
• Keep customers informed about construction progress, important milestones and project-related developments.
• Coordinate with the sales team to ensure a smooth transition from booking to after-sales.
• Maintain a professional and positive relationship with customers throughout their association with the company.

2. Booking & Documentation Management

• Maintain complete records of all property bookings and customer details.
• Prepare, verify and maintain booking forms, allotment letters, application forms and other customer-related documents.
• Coordinate the collection of KYC documents, identity proofs, photographs and other necessary paperwork.
• Ensure timely execution of Builder-Buyer Agreements (BBA) and other legal documentation.
• Maintain individual customer files, both physical and digital.
• Coordinate with the legal and accounts departments for documentation and verification.
• Ensure all customer records are accurate, updated and properly organised.

3. Payment Follow-ups & Collection Coordination

• Maintain customer-wise payment schedules as per the agreed payment plan.
• Track instalments due against each booked unit.
• Send payment reminders to customers ahead of due dates.
• Follow up with customers regarding outstanding payments and overdue instalments.
• Coordinate with the accounts department to verify payments received.
• Issue payment receipts and coordinate the preparation of demand letters.
• Maintain updated records of payments received, outstanding balances and pending dues.
• Escalate delayed payments and payment-related concerns to the sales management.

4. CRM & Database Management

• Maintain and regularly update the customer database.
• Update booking status, unit details, payment status and documentation status.
• Maintain records of customer interactions, complaints, requests and follow-ups.
• Track important dates such as booking dates, agreement execution, instalment due dates and possession timelines.
• Generate periodic reports on bookings, collections, pending payments and documentation.
• Ensure customer information is properly maintained and accessible to the relevant departments.

5. Interdepartmental Coordination

• Coordinate with the sales team for customer handovers after booking.
• Liaise with accounts for payment confirmation, receipts and outstanding dues.
• Coordinate with the legal team for agreements, registration and documentation.
• Liaise with the construction/project team for construction updates and customer-specific queries.
• Coordinate with management to resolve escalated customer concerns.
• Ensure customer commitments made during the sales process are properly communicated to the relevant departments.

6. Customer Complaints & Query Resolution

• Receive and record customer complaints, requests and feedback.
• Coordinate with the relevant departments for timely resolution.
• Maintain a complaint and query tracking register.
• Follow up on unresolved issues until closure.
• Keep customers updated on the status of their requests.
• Escalate sensitive or critical matters to senior management.

7. Possession & Handover Coordination

• Coordinate pre-possession communication with customers.
• Maintain records of outstanding payments and pending documentation before possession.
• Coordinate with the project team for unit inspections and snag-list preparation.
• Schedule customer visits for inspections and handover.
• Coordinate completion of pending work and rectification of reported defects.
• Prepare and maintain possession letters, handover forms and related documentation.
• Coordinate the handover of keys, access cards and other relevant documents.
• Maintain signed possession and handover records.

8. Customer Updates & Communication Management

• Share periodic construction progress updates, photographs and videos with customers.
• Communicate important announcements, project milestones and changes, wherever applicable.
• Circulate payment schedules, demand notices and other official communications.
• Maintain records of all official communication sent to customers.
• Assist in preparing customer circulars, notices and updates as required by management.

9. MIS & Management Reporting

• Prepare weekly and monthly after-sales reports.
• Share customer-wise outstanding payment reports.
• Prepare reports on total collections, overdue payments and upcoming instalments.
• Track pending agreements, documentation and customer requests.
• Maintain a record of bookings, cancellations, transfers and modifications.
• Submit regular updates to management on after-sales activities and pending matters.

Pay: ₹20,000.00 - ₹30,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• After-sales service: 2 years (Required)

Language:

• English (Required)

Location:

• Shimla, Himachal Pradesh (Required)

Work Location: In person