The CRM Executive is the customer's single point of contact from the day of purchase to move-in and post-possession support. You manage the full 16-step lifecycle: onboarding, documentation, payments, construction updates, queries, modifications, inspections, snag closure, key handover and the transfer to Facility Management. The goal is a smooth, transparent and timely experience for every homebuyer.
Key Responsibilities
- Take over homebuyers from the Sales Team, collect their details and explain the CRM process.
- Coordinate documentation, agreement preparation, registration and home loan paperwork with banks.
- Track payment schedules, send demand reminders and work with Finance to issue receipts on time.
- Share verified construction progress and milestone updates with customers.
- Log, categorise and assign customer queries and complaints, and follow up until resolved.
- Record civil modification requests and coordinate cost estimates, approvals, execution and quality checks.
- Verify unit readiness with the project team and conduct pre-delivery inspections with customers.
- Manage the snag list from logging to rectification, re-inspection and written customer sign-off.
- Handle possession formalities and key handover, including the possession packet and signed acknowledgement.
- Coordinate move-in with the facility team, transfer open issues to the helpdesk, and close the CRM record as “Lifecycle Completed”.
Required Qualifications
- Bachelor's degree in any discipline (BBA, B.Com or Civil/Construction background preferred).
- 1 - 3 years in CRM, customer support or post-sales, ideally in real estate or construction. Strong freshers will also be considered.
Skills and Competencies
- Excellent verbal and written communication in English, Kannada and/or Hindi.
- Strong follow-up discipline and ownership: no query is left open.
- Working knowledge of real estate documentation, payment schedules, home loans and RERA basics.
- Ability to read basic construction checklists and understand snag types (civil, electrical, plumbing, finishing).
- Proficiency with CRM software, Excel and Google Workspace or MS Office.
- Strong coordination across Sales, Finance, Legal, Projects, Quality and Facility teams.
- Patience, empathy and the ability to handle upset customers professionally.
Pay: ₹20,000.00 - ₹30,000.00 per month
Experience:
- CRM software: 3 years (Required)
- Real estate documentation: 3 years (Required)
- customer support or post-sales: 3 years (Required)
Work Location: In person
