1.
Client Care Department

2.
CCD TEAM STRUCTURE
GM
Manager
CCD
Executive
CCD
Executive
CCD
Executive
CCD
Executive

3.
Designation Numbers
Manager 01
CCD Executives
04
Total CCD 05
CCD Proposed Strength

4.
Client Complaint Flowchart
Customer
Complaint
Sales
Issue
Technic
al Issue
New
Issue
Redirect to Sales
Support
Redirect to
Technical Team
Resolve Issue
Resolve
Issue
Confirm
Issue
Fixed
with
Customer
Customer
Feedback
Close
Yes
No
Yes
No
Yes

5.
Request for
Buyback/Refund to
Client Care Department
Buyback/Refund
Form Received from
Accounts
Department
Verification/Validation
of the Buyback/Refund
Forward to Accounts
Department for
payment to the client
after verification
Close
Buyback/ Refund
Flow Chart
Arrange Client
Meet up
Ask For Reasons
Convince on
Continuation
YES NO

6.
Negotiation
Terms Accepted?
Schedule Visit
Accept Sales Contract
End
Start
Initial Consultation with
the Agent
Project/Investment
Information
Offer Property/Project to
Buy
Present Offer to Clien
Yes
No
Close Sales
Walk-in Client Flow chart

7.
Job Title: Client Care Executive
Group/Team: Client Services
Reports to: Client Care Manager
Employment Status: Full Time
Compensation Type: Bonuses
Manage Others: No
Career Level: Individual Contributor
POSITION SUMMARY:
The position of Client Care Executive is a client facing role. This person must have the ability to engage clients in a
positive and professional way through the client support process. They must be willing to work in a team
environment and have strong communication skills with clients and fellow employees. The job responsibilities
include managing and leading clients. The duties of this job will include maintaining the company service
standards to provide a consistently superior client experience.
These tasks will vary in description and complexity and the Client Care Specialist will be cross- trained to be
effective in all areas. The duties of this job will include working with clients that are new and existing to work
through issues that they are experiencing with their investments. The daily duties also include proactively reaching
out to clients by calling and/or emailing to provide status updates to any issues / concerns that they are
experiencing.
CCD’s Job Descriptions:

8.
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE:
1. Issuance of Agreements
2. Manage Client Concerns and Questions
3. Facilitate Buyback/Refund process.
4. Ensure max. reversal of Buyback/Refunds
5. Generate new business through clients referrals
6. Ensure Re-investments
7. Manage Client Support Experience
8. Manage Filing and Record-keeping
9. Efficient walk-in clients conversions
10.Strong Product knowledge
11. Business vigilance
BREAKDOWN OF DAILY RESPONSIBILITIES INCLUDES:
1. Manage Client Concerns and Questions
a. Facilitate positive experience for clients calling in with concerns as multiple
client requests are handled each day.