Crm Executive

CRM Relationship Manager

Experience: 2-6 years

Qualification: Graduate

Department: CRM (Customer Relationship Management)

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Job Purpose

To manage customers throughout the post-booking lifecycle, ensuring seamless coordination on documentation, payments, agreements, loan processes, registration, and handover. Acts as the primary customer point of contact, resolving issues proactively and delivering a high-quality customer experience.

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Key Responsibilities

1. Customer Onboarding & Documentation

• Welcome newly booked customers and explain the complete CRM process.
• Collect and verify KYC documents, booking forms, PAN/Aadhaar, and other required paperwork.
• Ensure accuracy and timely updating of customer data into CRM systems (Salesforce/SAP).

2. Agreement & Loan Coordination

• Coordinate with the Legal team for agreement preparation and signing.
• Guide customers through the loan process and submit necessary documents to banks.
• Follow up with banks for sanction letters, disbursements, and pending approvals.

3. Payment Follow-up & Financial Management

• Track milestone-based payments and communicate deposit timelines.
• Send reminders for overdue payments and NACH mandates.
• Coordinate with Finance for receipts, statements of accounts, and clarifications.

4. Customer Issue Resolution

• Handle customer queries related to documentation, payments, project status, or handover.
• Coordinate with Projects, Legal, Sales, and Finance to resolve issues.
• Maintain a low escalation rate through proactive communication.

5. Registration & Handover Support

• Coordinate with Legal and Registration teams for sale deed execution.
• Assist customers during registration day with document preparation.
• Support final handover process with snag list completion and site arrangements.

6. CRM System Updates

• Regularly update customer status, notes, pending items, agreements, payments, and follow-ups.
• Ensure accuracy of all entries in CRM systems.

7. Coordination With Internal Teams

• Work closely with:
• Legal: Agreements & registrations
• Finance: Payments, refunds, credit notes
• Projects: Snag completion & handover
• Sales: Clarifications and case transitions
• Share required documents and updates for internal approvals.

8. Reporting & Documentation

• Maintain logs of customer interactions, pending tasks, and completed milestones.
• Submit daily/weekly MIS on customer cases handled.
• Prepare status reports for TL and CRM Head.

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Key Performance Indicators (KPIs)

• Agreement TAT completion
• Payment collection efficiency
• Customer satisfaction score
• Reduction in escalations
• Loan disbursement timelines
• Registration and handover completion rate
• CRM system update accuracy

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Skills & Competencies Required

• Strong communication and customer handling skills
• Knowledge of real estate processes (agreements, loans, registration)
• Ability to manage multiple cases simultaneously
• Good negotiation and persuasion abilities
• CRM tool proficiency (Salesforce/SAP)
• Strong coordination skills with cross-functional teams
• Organized, detail-oriented, and process-driven
• Positive attitude and customer-first mindset

Benefits:

Incentive

Bonus

Medical Insurance

Regards,

Geerthika

HR G Square

98844 53009

Email : geerthika@gsquarehousing.com