Customer Relationship Manager

1. Role Overview

The CRM will be responsible for managing all customer interactions post-booking, ensuring smooth coordination between clients and internal teams (sales, engineering, accounts, legal), and delivering a high-quality customer experience throughout the entire home-buying journey—from booking to possession.

2. Key ResponsibilitiesA. Customer Onboarding & Documentation

• Handle all formalities after booking: KYC, application forms, agreements, and payment schedules.
• Coordinate with the legal team for Agreement to Sale, Sale Deed, and registry-related processes.
• Ensure accurate documentation and maintain customer records in CRM software.

B. Customer Communication & Relationship Building

• Serve as the single point of contact (SPOC) for all customer queries.
• Provide regular project updates, milestone completion reports, and possession timelines.
• Communicate delays, changes, or important notices transparently and professionally.

C. Payment Follow-ups & Financial Coordination

• Share payment schedules and reminders as per construction-linked milestones.
• Coordinate with the accounts team on receipts, invoicing, GST, and NOCs.
• Assist customers with loan processing: bank coordination, disbursement follow-up, and document support.

D. Complaint & Grievance Handling

• Log, track, and resolve customer complaints related to site issues, quality concerns, or service requests.
• Coordinate with engineering, maintenance, and site teams for quick resolution.
• Maintain a zero-pendency approach for customer grievances.

E. Possession & Handover

• Prepare possession letters, welcome kits, and final settlement statements.
• Coordinate for registration, final payments, and unit handover.
• Ensure snagging (pre-possession inspection) is completed and issues are resolved.

F. Post-Possession Support

• Support customers with society formation, utility connections, and maintenance queries.
• Manage loyalty programs, referral schemes, and client engagement activities.

3. Skills & Competencies Required

• Excellent communication and interpersonal skills.
• Strong customer-first mindset and problem-solving ability.
• Familiarity with real estate documentation processes.
• Basic knowledge of MS Office, CRM tools, and email communication.
• Ability to manage pressure and handle multiple clients simultaneously.
• Ethical, transparent, and professional approach at all times.

4. Qualifications & Experience

• Bachelor’s degree (MBA preferred but not mandatory).
• 1–5 years of experience in CRM, sales coordination, or customer service (real estate experience is an advantage).
• Freshers with good communication skills may also be considered (for CRM Executive).

5. Reporting Structure

• Reports to: CRM Manager / Sales Head / Project Director
• Works closely with: Sales, Accounts, Legal, Engineering, Maintenance Teams

6. Key Performance Indicators (KPIs)

• Customer satisfaction score
• Turnaround time for query & complaint resolution
• Payment collection timelines
• Accuracy of documentation
• Possession completion and closure of snag issues
• CRM MIS reporting quality and punctuality

7. Ethical & Professional Expectations

• Maintain strict confidentiality of customer information.
• Ensure all communication is transparent, honest, and aligned with company policies.
• Follow zero-tolerance standards for misinformation or false commitments.
• Uphold the company’s reputation through professionalism and timely action.

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Commuter assistance
• Food provided
• Internet reimbursement

Ability to commute/relocate:

• Danapur, Patna, Bihar: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you worked in a real estate firm before?

Education:

• Bachelor's (Preferred)

Experience:

• Customer relationship management: 5 years (Required)

Work Location: In person