Client Relationship Manager

Job Description

Job Summary We are seeking a highly motivated and experienced Customer Relationship Manager to join our dynamic team. The ideal candidate will be responsible for managing and nurturing relationships with our valued customers, ensuring their satisfaction throughout their journey with us, from pre-sales inquiries to post-possession support. This role is crucial in upholding our brand reputation and driving customer loyalty. Key Responsibilities Customer Lifecycle Management: Oversee the entire customer journey, from initial inquiry and booking to possession and post-sales support. Relationship Building: Develop and maintain strong, positive relationships with customers, acting as their primary point of contact for all queries, concerns, and feedback. Query Resolution: Efficiently and effectively address customer inquiries, complaints, and requests, ensuring timely resolution and high levels of satisfaction. Communication: Proactively communicate project updates, payment schedules, legal documentation requirements, and other relevant information to customers. Documentation Management: Ensure accurate and timely completion of all customer-related documentation, including agreements, payment receipts, and other legal formalities. Payment & Collections Follow-up: Coordinate with the finance team for timely collection of payments and address any payment-related queries from customers. Possession & Handover: Facilitate smooth and seamless possession processes, guiding customers through the necessary procedures and documentation. Feedback & Improvement: Collect and analyze customer feedback to identify areas for improvement in our processes and services. Cross-functional Coordination: Collaborate closely with Sales, Marketing, Legal, Construction, and other internal departments to ensure a cohesive and positive customer experience. Database Management: Maintain accurate and up-to-date customer records in the CRM system. Escalation Management: Handle escalated customer issues with professionalism and ensure appropriate resolution. Customer Retention: Implement strategies to enhance customer satisfaction and foster long-term loyalty. Qualifications Bachelor's degree in Business Administration, Marketing, or a related field. Minimum 3+ years of proven experience in Customer Relationship Management, with a strong preference for candidates from the Real Estate industry . Excellent communication (written and verbal), interpersonal, and negotiation skills. Strong problem-solving abilities and a customer-centric approach. Ability to work effectively in a fast-paced and demanding environment. Proficiency in CRM software and Microsoft Office Suite. A strong understanding of the real estate market dynamics in Delhi NCR and Punjab is a plus. Ability to manage multiple tasks and priorities effectively. High level of empathy and emotional intelligence.