CRM Executive will be the primary point of contact for customers post-booking, ensuring a smooth and transparent experience through timely communication, accurate documentation, and prompt resolution of queries. The role also requires maintaining MIS trackers and reports to give management visibility into customer documentation, escalations, and registration status.
Key Roles & Responsibilities
Customer Interaction
Act as the first point of contact for customer queries, concerns, and requests post-booking
Communicate proactively with customers on payment schedules, project updates, and possession timelines
Handle customer escalations with empathy and professionalism, resolving issues within defined timelines
Conduct periodic check-ins with customers to ensure satisfaction and address concerns early
Documentation & Records
Collect, verify, and process customer documents required for booking, agreements, and registration
Coordinate with customers to ensure timely submission of KYC and other mandatory documents
Prepare and share booking confirmations, payment receipts,
and agreement copies with customers
Maintain organized, up-to-date physical and digital records for each customer file
Agreement & Registration Support
Guide customers through the agreement execution and registration process
Liaise with the Legal team to ensure documentation complies with requirements before customer sign-off
Track registration timelines and keep customers informed of status and next steps
Coordinate scheduling of appointments for document signing and registration
MIS & Reporting
Maintain daily/weekly trackers of customer documentation status, pending KYC, and agreement/registration progress
Prepare periodic MIS reports on customer escalations, resolution turnaround time, and outstanding cases
Update and maintain accurate customer data in the CRM system for reporting purposes
Generate summary reports for management on registration timelines, possession schedules, and documentation gaps
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