Job description

Role & responsibilities
Conduct regular client meetings and maintain healthy customer relationships.
Ensure high levels of customer satisfaction through proactive engagement and timely support.
Follow up and coordinate for CAM (Common Area Maintenance) collections and outstanding dues.
Handle customer complaints, queries, and service requests efficiently.
Monitor complaint resolution and ensure timely closure within defined TATs.
Conduct site inspections for reported defects and coordinate with internal teams for rectification.
Maintain complaint trackers, escalation records, and customer communication logs.
Coordinate customer engagement activities, member meetings, and community interaction programs.
Assist in society formation activities, including coordination with members for documentation and signature collection.
Coordinate with legal, facility management, accounts, and project teams for customer-related matters.
Prepare and circulate MOMs (Minutes of Meetings) and follow up on action points.
Address customer escalations and ensure resolution through cross-functional coordination.
Maintain customer databases and update CRM records regularly.




Support handover, possession, and post-possession customer service activities.
Ensure adherence to company customer service standards and processes.

Mandatory Skills:
Excellent verbal and written communication skills.
Robust customer handling and relationship management skills.
Proficiency in MS Excel, MS Word, and Email Communication.
Valuable follow-up and coordination abilities.
Complaint management and escalation handling experience.
Ability to work with multiple stakeholders and departments.
Strong documentation and reporting skills.
Knowledge of CAM collection processes and customer service operations.

Desired Skills:
Experience in Real Estate CRM / Customer Care.
Knowledge of society formation procedures and statutory documentation.
Familiarity with ERP/CRM software.
Negotiation and conflict resolution skills.
Ability to conduct customer meetings and presentations.
Knowledge of facility management and defect liability processes.
Solid analytical and problem-solving abilities.

📌 Senior Customer Care Executive Maharashtra
🏢 Naiknavare Developers
📍 Maharashtra