Job Purpose:-

To manage customer relations for projects facing delayed possession, ensuring proactive communication, grievance handling, documentation, and retention of customer's trust while safeguarding the company's reputation and compliance.

Key Responsibilities:
- Customer Communication Engagement
- Act as the primary point of contact for customers of delayed possession projects.
- Provide transparent, regular updates on construction status, revised timelines, and possession schedules.
- Manage customer expectations with empathy and professionalism.
- Organize customer meetings, webinars, or site visits to build confidence and credibility.
- Grievance Handling Escalation Management
- Address and resolve customer complaints, queries, and disputes related to delay in possession, payment plans, or contractual obligations.
- Handle RERA/consumer forum escalations with proper documentation and coordination with legal/compliance teams.
- Offer amicable solutions such as compensation policies, alternative project options, or revised payment schedules where applicable.




- Documentation Compliance
- Maintain accurate records of customer communications, grievances, and resolutions.
- Ensure adherence to RERA guidelines, legal contracts, and company policies.
- Assist in drafting letters, notices, and official responses to customers and authorities.
- Coordination Internal Alignment
- Work closely with project, sales, finance, and legal teams to align on construction progress and customer commitments.
- Provide inputs to management regarding risks, customer sentiment, and market perception.

Our Requirement:
- 5-10 years of experience in CRM, preferably in the real estate sector.
- Experience in handling delayed possession projects and customer grievance management.
- Knowledge of RERA and real estate contractual obligations.
- Solid communication, negotiation, and conflict-resolution skills.
- Proficiency in MS Office, CRM tools, and ERP systems.
- High emotional intel

📌 Assistant Manager-CRM (Pune)
🏢 Solitaire
📍 Pune