Customer Relationship Management

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Roles & Responsibilities

• Serve as the primary point of contact for customers post-sale (e.g., after booking/agreement) until handover.
• Manage and track customer correspondence, documentation, and payment schedules.
• Address and resolve customer inquiries, concerns, or complaints promptly and professionally.
• Coordinate with internal departments (e.g., Sales, Legal, Accounts, Construction) to ensure smooth customer experience.
• Communicate project updates, possession timelines, and legal documentation requirements to customers.
• Conduct customer satisfaction surveys and collect feedback to improve service quality.
• Ensure timely collection of payments as per the agreed-upon schedule.
• Maintain accurate and detailed customer records in the CRM system.
• Facilitate the handover process, including site visits and final documentation and retention strategies.

Skills



• Proven experience in Customer Relations/Service, preferably within the real estate industry.
• Strong communication (written and verbal) and interpersonal skills.
• Excellent conflict resolution and problem-solving abilities.
• Proficiency in using CRM software and Microsoft Office Suite.
• In-depth knowledge of real estate documentation, payment structures, and processes is a plus.
• High level of patience, empathy, and professionalism in dealing with customers.
• Bachelor's degree in a relevant field (e.g., Business Administration, Communications).
• Ability to manage multiple accounts and prioritize tasks effectively.