CUSTOMER RELATIONSHIP MANAGER REAL ESTATE

Skilled Summary

Customer Relationship Manager with nearly 3 years of experience in the Real Estate industry, specializing in Customer Relationship Management (CRM), Customer Experience, Escalation Management, Collections, Customer Retention, and Possession & Handover. Proven expertise in managing the complete customer lifecycle, building long-term customer relationships, resolving escalations, and coordinating with cross-functional teams to ensure seamless service delivery.

Key Responsibilities
Managed end-to-end customer relationships for a portfolio of 200+ customers, acting as the Single Point of Contact (SPOC) from booking to possession and post possession support.
• Delivered exceptional customer experience through proactive communication, relationship management, and timely resolution of customer queries.
• Conducted customer onboarding and educated customers on payment plans, construction-linked milestones, home loan processes, financing options, and company policies.
• Managed customer escalations, complaints, and service requests, ensuring prompt resolution within defined turnaround times.
• Coordinated with Sales, Finance, Legal,



Projects, Construction, Banks, and Site teams to ensure smooth customer servicing and issue resolution.
• Drove collections by monitoring payment schedules, following up on outstanding dues, and coordinating with banks for loan disbursements.
• Assisted customers with home loan documentation, financial coordination, and payment-related concerns.
Core Competencies
• Customer Relationship Management (CRM)
• Customer Experience Management
• Customer Lifecycle Management
• Booking to Possession Management
Customer Onboarding
• Escalation & Complaint Management
• Customer Retention & Loyalty
• Client Servicing
• Collections & Payment Follow-up
• Home Loan Coordination
• Property Transfer & Possession
• Stakeholder Management
• Cross-functional Coordination
• Team Leadership & Mentoring
• Vendor Management
• MIS Reporting & Documentation
• Process Improvement
• Conflict Resolution
• Service Excellence
• High-Rise Residential Real Estate Operations
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📌 Customer Relationship Manager Crm Ludhiana
🏢 Dhani Loans and Services (DLSL)
📍 Ludhiana