CRM Executive

Job Description:

Key Responsibilities

Customer Relationship Management

• Act as the single point of contact for customers post-booking.

• Handle customer queries, complaints, and service requests in a timely and professional manner.

• Maintain long-term relationships with customers to ensure satisfaction and referrals.

Post-Sales Coordination

• Coordinate with Sales, Legal, Accounts, Projects, and Site teams for customer-related matters.

• Support customers through the entire post-sales process including agreement execution, loan coordination, and possession.

Documentation & Compliance

• Prepare and manage customer documents such as:

  • Booking forms

  • Agreement to Sell / Sale Deed

  • Demand letters

  • Allotment letters

• Ensure compliance with RERA and company policies.

• Maintain accurate customer records in CRM systems.

Payment & Collections Support

• Generate and share demand letters as per construction milestones.

• Follow up with customers for timely payments.

• Coordinate with accounts team for payment reconciliation.

CRM System Management

• Update customer data, interactions, and payment status in CRM software.

• Generate MIS reports related to customer status, collections, and grievances.

Customer Experience & Handover

• Conduct possession and handover coordination.

• Arrange site visits, inspections, and snag list closure.

• Collect customer feedback and resolve post-handover issues.

Required Skills & Competencies

• Strong communication and interpersonal skills.

• Customer handling and problem-solving ability.

• Knowledge of real estate documentation and RERA norms.

• Proficiency in MS Excel, CRM software, and email communication.

• Good coordination and follow-up skills.

Preferred Candidate Profile

• Prior experience in CRM/Post-Sales in a Real Estate company.

• Familiarity with real estate agreements and customer lifecycle.

• Ability to handle multiple customers and tasks simultaneously.