Sales Customer Service Manager

JOB DESCRIPTION

Manager – Customer Service & Sales

Department: Customer Service & Sales

Designation: Manager

Reporting To: Head – Sales & Customer Service / Senior Management

Location: [Salap, Howrah]

Experience: 5–10 years

Industry Preference: Real Estate / Infrastructure / Property Development

Employment Type: Full-time

Company: Universal Successful Enterprise Pvt. Ltd.

• Job Purpose

The Manager – Customer Service & Sales will be responsible for managing the complete customer lifecycle from sales support and booking through post-sales service, collections, documentation, registration and handover.

The role requires strong customer relationship management, coordination with internal departments, banks, legal/documentation teams and customers, along with effective follow-up for collections and closure of customer-related issues.

The position will also support the Sales team in lead follow-ups, tele-calling, customer meetings and conversion activities.

• Key Responsibilities

A. Customer Relationship Management (CRM)

• Manage and maintain strong relationships with existing and prospective customers.
• Serve as the primary point of contact for customers during the post-sales lifecycle.
• Maintain accurate and updated customer records, interactions, commitments and service requests in the CRM system.
• Ensure timely communication with customers regarding payments, documentation, registration, possession/handover and other relevant matters.
• Monitor customer satisfaction and proactively address potential issues.

B. Client Escalation Handling

• Handle customer complaints, queries and escalations in a professional and timely manner.
• Coordinate with Sales, Accounts, Legal, Projects, Documentation and other departments to resolve customer issues.
• Track escalated cases to closure and ensure that committed timelines are met.
• Maintain an escalation tracker and provide periodic updates to senior management.
• Identify recurring issues and recommend corrective measures to improve customer experience.

C. Post-Sales Operations & Collections

• Manage the complete post-sales process from booking/allotment to registration and handover.
• Monitor customer payment schedules and outstanding dues.
• Conduct regular follow-ups with customers for timely collection of instalments and other applicable charges.
• Coordinate with the Accounts/Finance team for reconciliation of customer accounts.
• Ensure that payment-related queries and discrepancies are resolved promptly.
• Prepare collection status reports and highlight overdue accounts to management.

D. Registration Documentation & Compliance

• Coordinate the preparation, verification and processing of documentation required for registration of units/properties.
• Ensure that customer KYC, agreements, payment records and other documents are complete and accurate.
• Coordinate with Legal/Documentation teams, customers and registration authorities for timely completion of registration formalities.
• Maintain proper records of executed agreements, registration documents and related correspondence.
• Ensure compliance with applicable company policies, statutory requirements and project-specific documentation procedures.

E. MIS & Reporting

• Prepare and maintain periodic MIS reports relating to:
• Customer bookings
• Collections and outstanding payments
• Registration status
• Customer complaints and escalations
• Handover status
• Sales follow-ups
• Lead conversion and customer engagement
• Analyse data and provide actionable insights to management.
• Ensure accuracy and timely submission of all reports.
• Maintain dashboards and trackers for monitoring key customer service and sales parameters.

F. Bank Coordination

• Coordinate with banks and financial institutions for customer loan processing and related documentation.
• Assist customers in resolving loan-related queries and documentation requirements.
• Follow up with banks regarding sanction, disbursement, documentation and payment release.
• Coordinate with internal Accounts/Finance teams for receipt and reconciliation of bank disbursements.
• Maintain a tracker of bank cases and pending actions.

G. Collections & Handover of Units

• Coordinate with customers for clearance of all outstanding dues prior to handover.
• Ensure completion of necessary documentation and formalities before unit handover.
• Coordinate with Projects/Engineering/Facility teams for inspection, snag resolution and handover schedules.
• Maintain handover records and customer acknowledgement documents.
• Ensure a smooth and professional handover experience for customers.

H. Assistance in Sales Activities

• Support the Sales team in lead management, customer meetings and follow-ups.
• Assist in preparing customer proposals, quotations, payment plans and other sales-related documentation.
• Coordinate with the Sales team for booking formalities and documentation.
• Participate in customer meetings, site visits, presentations and sales events as required.
• Support the sales team in converting enquiries into bookings through effective customer engagement.

I. Tele-calling & Customer Follow-ups

• Conduct regular tele-calling with prospective and existing customers.
• Follow up on sales enquiries, site visits, proposals, bookings and payment commitments.
• Reconnect with inactive/leads and identify opportunities for conversion.
• Maintain call records, follow-up schedules and lead status in the CRM.
• Ensure systematic and timely follow-up with customers until closure.

---

• Key Performance Indicators (KPIs)

The Manager will be evaluated on

• Customer satisfaction and service response time
• Resolution time for customer complaints and escalations
• Collection efficiency and reduction of overdue payments
• Registration completion and documentation accuracy
• Timely unit handover
• Bank loan/disbursement coordination efficiency
• CRM data accuracy and update discipline
• MIS accuracy and timely reporting
• Lead follow-up and conversion support
• Tele-calling productivity and customer engagement
• Overall post-sales customer experience
• Required Skills & Competencies
• Excellent communication and interpersonal skills
• Strong customer relationship management skills
• Good negotiation and problem-solving ability
• Strong follow-up and coordination skills
• Good understanding of sales and post-sales processes
• Knowledge of real estate documentation and registration processes preferred
• Ability to handle difficult customers and escalations professionally
• Strong MIS and reporting skills
• Proficiency in MS Excel, MS Office and CRM software
• Ability to coordinate effectively with Banks, Legal, Accounts, Sales and Project teams
• Strong ownership, accountability and attention to detail
• Ability to work under pressure and meet deadlines
• Educational Qualification & Experience

Qualification

Graduate in any discipline. MBA/PGDM in Sales, Marketing, Business Administration or a related field will be an advantage.

Experience

5–10 years of relevant experience in Customer Service, CRM, Sales Administration, Post-Sales Operations or Real Estate/Infrastructure.

Candidates with experience in real estate customer service, collections, registration, bank coordination and unit handover will be preferred.

• Ideal Candidate Profile

The ideal candidate should be a customer-focused, result-oriented and highly organised professional capable of independently managing the customer lifecycle while coordinating with multiple internal and external stakeholders.

The candidate should have a strong combination of Customer Service + CRM + Collections + Documentation + Sales Support capabilities, with excellent follow-up and communication skills.