CRM Executive (Builder)

Job Description – CRM / Post-Sales Executive – Real Estate

Location: Mumbai

Department: CRM / Customer Relations

Industry: Real Estate – Residential & Redevelopment

Key Responsibilities

* Act as the single point of contact for customers after booking until possession and handover.

* Maintain regular and professional communication with customers regarding payments, construction updates, documentation, possession and other project-related matters.

* Prepare and issue demand letters, payment reminders, receipts, account statements and other customer communications.

* Follow up on outstanding payments and coordinate with Accounts for reconciliation and collection status.

* Maintain complete customer records, including booking forms, allotment letters, agreements, payment schedules, KYC and correspondence.

* Coordinate Agreement for Sale registration, stamp duty/registration documentation and related formalities.

* Coordinate internally with Sales, Accounts, Legal, Projects, Engineering and Management for timely resolution of customer queries.

* Maintain and regularly update customer MIS, collection trackers, outstanding reports and documentation status.

* Handle customer requests relating to unit details, payment clarifications, modifications, documentation and possession.

* Ensure customer queries and complaints are acknowledged promptly, tracked and closed within defined timelines.

* Coordinate pre-possession inspections, snag-list resolution, fit-out/soft possession and final handover.

* Prepare and manage possession documentation, handover letters, maintenance-related documents, meter details, keys and other handover formalities.

* Coordinate with customers for loan/disbursement documentation and with banks/HFIs wherever required.

* Ensure all customer communication and documentation is accurate, properly recorded and compliant with RERA and company processes.

* Escalate sensitive customer issues, payment disputes or delays to management in a timely manner.

* Build a strong post-sales experience with emphasis on responsiveness, transparency and long-term customer relationships.

Candidate Profile

Graduate with 3–7 years of CRM/Post-Sales experience with a reputed real-estate developer, preferably in Mumbai residential projects. The candidate should have good knowledge of customer collections, Agreement for Sale, registration, RERA processes, possession and handover documentation.

Strong communication and customer-handling skills are essential, along with proficiency in Excel, CRM/ERP systems and MIS reporting. The person should be organised, detail-oriented and capable of independently managing multiple customers and projects.

Preferred: Candidates who have handled the complete CRM cycle from booking → agreement → collections → possession → handover, rather than candidates whose experience is limited to telecalling or customer support.

Reporting to: CRM Head / Director

Experience: 3–7 years

Location: Mumbai

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Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Application Question(s):

• How Many Years experience you have as CRM in Real Estate?
• Where do you stay?
• What is you notice period?
• What is your current Salary?

Work Location: In person