Department:
- Manage customer communication and maintain strong relationships with property buyers.
- Handle customer queries, requests, complaints, and escalations professionally.
- Provide timely updates to customers regarding project progress, construction status, and possession schedules.
- Ensure timely follow-ups and resolution of customer concerns.
2. Booking & Documentation
- Coordinate with the sales team for new bookings and customer handovers to the CRM department.
- Maintain customer files, booking forms, allotment letters, agreements, and other relevant documents.
- Verify customer details and ensure proper documentation as per company policies.
- Maintain accurate and updated customer information in the CRM software.
3. Payment Follow-ups & Coordination
- Coordinate with the accounts and finance teams regarding customer payment schedules and outstanding dues.
- Send payment reminders and follow up with customers for pending instalments.
- Track payment receipts, outstanding amounts, and payment-related queries.
- Assist in resolving discrepancies related to customer accounts and payment records.
4. Interdepartmental Coordination
- Coordinate with sales, accounts, legal, construction, and possession teams to resolve customer issues.
- Track pending requests and ensure timely closure within defined timelines.
- Facilitate coordination for property registration, agreement execution, and possession formalities.
- Maintain records of customer commitments and ensure appropriate follow-up with concerned departments.
5. Possession & Post-Sales Support
- Assist in the preparation and coordination of possession-related documentation.
- Coordinate site visits, property inspections, snag-list resolution, and possession handovers.
- Support customers with registration formalities, utility connections, and other possession-related requirements, as applicable.
- Handle post-possession complaints and coordinate with the concerned teams for resolution.
6. MIS & Reporting
- Prepare daily, weekly, and monthly CRM reports.
- Maintain records of bookings, cancellations, customer requests, pending payments, complaints, and possession status.
- Track customer satisfaction, complaint resolution timelines, and pending activities.
- Maintain accurate data in CRM software and MS Excel for management reporting.
Required Qualifications & Skills
- Graduate in any discipline; a qualification in business administration or management will be an advantage.
- 3 - 5 years of experience in CRM, preferably in the real estate or property development industry.
- Good communication and customer-handling skills.
- Working knowledge of MS Excel, MS Office, and CRM software.
- Strong coordination, follow-up, documentation, and problem-solving skills.
- Ability to manage multiple customer requests and meet deadlines.
- A customer-centric attitude with strong attention to detail.
Key Competencies
- Customer relationship management
- Real estate post-sales coordination
- Payment follow-ups and documentation
- Complaint and escalation management
- Interdepartmental coordination
- MIS preparation and data management
- Time management and ownership
Key Performance Indicators (KPIs)
- Timely resolution of customer queries and complaints.
- Accuracy and completeness of customer records.
- Timely payment follow-ups and outstanding dues coordination.
- Completion of documentation within defined timelines.
- Customer satisfaction and service quality.
- Timely closure of possession-related activities.
- Accuracy and timely submission of CRM reports.
How to Apply:
