Assistant Manager - CRM

Job Title: Assistant Manager / Senior Executive CRM Department: Customer Relationship Management Location: Mohali Role Overview: The incumbent will be responsible for managing the end-to-end post-sales customer relationship process, ensuring seamless communication between customers, bankers, and internal teams. The role involves handling documentation, payment follow-ups, sale deed execution, and maintaining customer satisfaction through timely responses and proactive engagement. Key Responsibilities: 1. Customer Interaction & Documentation o Conduct welcome calls and emails to newly onboard customers. o Coordinate with clients and bankers for document signing and verification. o Prepare affidavits, reminders, notices, and other legal documents as required. 2. Application & Data Management o Check applications and ensure timely booking logins in Farvision within defined TAT. o Update customer visits, payment receipts, and communication records in Farvision. o Ensure timely closure of email and call tickets in the CRM system. 3. Customer Communication & Issue Resolution o Respond to customer queries and concerns via calls and emails within TAT. o Share regular construction progress reports and project updates, including milestones such as OC application, OC receipt, and offer of possession. o Follow up for sale deed registration and ensure timely completion. 4. Payment Follow-up & Collections o Convince customers for advance or early payments through incentive schemes. o Maintain regular follow-ups with customers and bankers for payment collection. o Send reminder letters and overdue notices for pending payments and sale deed execution. 5. Coordination & Reporting o Liaise with internal departments (Sales, Finance, Legal, Projects) and external stakeholders (Banks, Customers) for smooth execution of business requirements. o Prepare and submit periodic reports on customer interactions, collections, and documentation status.

Key Skills & Competencies: • Strong communication and interpersonal skills • Customer-centric approach with a problem-solving mindset • Proficiency in Farvision or similar CRM software • Good understanding of real estate documentation and banking procedures • Attention to detail and ability to manage multiple tasks efficiently Qualification & Experience: • Graduate / Postgraduate • 25 years of experience in Customer Relationship Management, preferably in Real Estate / Property Development sector Performance Indicators (KPIs): • Timely response to customer queries within defined TAT • Achievement of collection and registration targets • Accuracy and timeliness of Farvision updates • Customer satisfaction and feedback score