The Senior Executive CRM (Backend) will be responsible for providing end-to-end backend support to Relationship Managers by managing customer documentation, ERP data entry, coordination with internal departments, and ensuring smooth processing of customer files from booking until possession. The role requires excellent documentation skills, attention to detail, and knowledge of real estate CRM processes.
Key Responsibilities
Booking & Documentation
- Entering/Updating customer bookings accurately in the ERP system if the same is not showing.
- Verify booking forms, KYC, payment details, CP Confirmation Form and other booking related details.
- Maintain accuracy in preparation of documentation & ERP Entry.
- Coordinate with Sales, Finance, Legal, and Banks for document completion.
Payment & Collections Support
- Generate and record payment receipts.
- Update customer ledgers in ERP.
- Assist Relationship Managers in tracking collections and payment schedules.
- Coordinate for payment confirmations and reconciliation.
Customer Documentation
- Prepare and process:
- Demand Letters
- Allotment Letters
- Agreements for Sale
- NOCs
- ROC-related documentation (where applicable)
- Possession Letters
- Handover Documents
- Any other customer-related documents
ERP Management
- Ensure timely and accurate data entry in ERP software (In4 Velocity preferred).
- Update customer records, payment status, documentation status,
and communication logs.
- Maintain CRM MIS reports and trackers.
- Ensure data accuracy and completeness at every stage.
Coordination & Compliance
- Support Relationship Managers with backend operations.
- Respond to customer queries and provide timely updates in the absence of the Relationship Manager (RM)
- Coordinate with Legal, Accounts, Sales, Projects, and Finance departments.
- Ensure compliance with company SOPs and RERA requirements.
- Maintain confidentiality of customer information and documents.
Possession Process
- Prepare possession documentation.
- Coordinate final payment verification.
- Ensure all documentation is completed before possession.
- Support handover activities and maintain possession records.
General Responsibilities
- Maintain physical and digital records systematically.
- Resolve documentation discrepancies promptly.
- Support audit requirements by providing necessary records.
- Assist in process improvements to enhance CRM efficiency.
Preferred candidate profile
- Strong knowledge of Real Estate CRM processes.
- Experience in ERP software (In4 Velocity preferred).
- Excellent documentation and data entry skills.
- Robust MS Excel and MS Office knowledge.
- Good communication and coordination skills.
- High attention to detail and accuracy.
- Ability to manage multiple customer files simultaneously.