Sr. Executive/ Assistant Manager - CRM

Job Summary:

The Assistant Manager/ Sr. Executive - CRM will be responsible for managing the complete post-sales customer journey, ensuring timely communication, documentation, issue resolution, and customer satisfaction. The role requires strong coordination skills with internal departments and customers to deliver a seamless home-buying experience.

Key Responsibilities:

1. Customer Communication & Relationship Management

• Act as the primary point of contact for customers after booking.
  
• Handle customer queries through calls, emails, and meetings.
  
• Provide timely updates on construction progress, payments, documentation, and possession timelines.
  
• Maintain strong relationships with homebuyers to ensure satisfaction.
  

2. Post-Sales Process Management

• Manage the booking to possession lifecycle.
  
• Ensure proper documentation including Allotment Letters, Agreements, demand letters, and addendums.
  
• Coordinate with legal teams to ensure agreement execution and registration support.
  

3. Payment Follow-up & MIS

• Track payment schedules as per milestones.
  
• Follow up with customers for timely payments and resolve payment-related concerns.
  
• Maintain and update MIS reports related to collections, agreements, and customer status.
  

4. Coordination with Internal Departments

• Coordinate with Sales, Legal, Finance, Projects, and Handover teams for smooth customer service operations.
  
• Ensure timely resolution of customer concerns by following up with relevant departments.
  
• Assist in arranging site visits, mock-up flat visits, and handover-related activities.
  

5. Documentation & Record Management

• Maintain customer files, agreements, receipts, and correspondence.
  
• Manage CRM software or ERP system for accurate data entry and record keeping.
  
• Ensure compliance with RERA requirements and company policies.
  

6. Possession & Handover Support

• Coordinate possession formalities, documentation, payments, and final handover process.
  
• Arrange physical or virtual possession walkthroughs with customers.
  
• Resolve snags and ensure closure of pending items.
  

7. Customer Grievance Handling

• Address and resolve customer grievances promptly and professionally.
  
• Maintain escalation matrix and follow up for closure.
  
• Ensure high customer satisfaction scores and reduce escalations.
  

Skills & Competencies Required:

• Excellent communication (written & verbal) and interpersonal skills
  
• Strong customer handling and problem-solving abilities
  
• Knowledge of real estate documentation, agreements, and RERA norms
  
• Proficiency in MS Office and CRM/ERP tools
  
• Ability to multitask and handle pressure
  
• Strong follow-up and coordination skills
  

Qualifications & Experience:

• Graduate / Post-graduate in any discipline (MBA preferred)
  
• 36 years of experience in CRM or post-sales in the real estate industry
  
• Experience in residential real estate is must.