Crm Executive

Job Description

Job Objective: To manage end-to-end post-sales customer interactions, ensure timely documentation, address queries, coordinate handovers, and enhance customer satisfaction through efficient communication and support. Key Roles & Responsibilities: 1. Customer Interaction & Query Resolution Act as the primary point of contact for all customer queries post-booking. Handle inbound customer communication via calls, emails, and visits. Maintain a courteous and professional tone in all interactions. 2. Post-Sales Documentation Coordinate with customers for agreement execution, registration, KYC, and payment acknowledgments. Ensure accuracy and timely completion of all post-sales paperwork. Liaise with the legal and accounts team for document verification and compliance. 3. Payment Tracking & Follow-up Monitor payment schedules and send timely reminders for due or overdue installments. Share demand letters, architects certificates, and receipts with customers. Coordinate with the accounts team for reconciliation and confirmation of payments. 4. Customer Database & Records Management Maintain updated and organized records of customer data in CRM software and physical files. Regularly update customer status sheets, payment logs, and communication records. 5. Flat Allotment & Handover Coordination Assist in flat allotment letters, parking allotments, and possession formalities. Coordinate site visits and handover schedules with the execution/engineering team. Maintain checklist of deliverables and customer handover documents. 6. Customer Satisfaction & Relationship Management Conduct periodic follow-ups for feedback, referrals, and testimonials. Ensure proactive communication regarding project progress, delays, or changes. Resolve complaints or escalate unresolved issues to the concerned department. 7. Coordination with Internal Departments Work closely with sales, legal, finance, and site teams to ensure aligned communication. Participate in internal review meetings and report CRM updates. 8. Compliance & Reporting Ensure adherence to RERA guidelines and internal SOPs for customer interaction. Generate weekly and monthly reports on customer status, complaints, and closures. Key Skills Required: Excellent verbal and written communication Strong customer-centric approach Proficiency in MS Excel, Word, and CRM software Ability to handle pressure and multitask Attention to detail and follow-ups