Designation: CRM Executive

Department: Customer Relationship Management

Industry: Real Estate

Experience: 2–6 Years

Location: Head office of A. Shridhar Group Ahmedabad

Reporting To: CRM Head / Senior Management

Job Purpose The CRM Executive will be responsible for managing customer relationships and ensuring a smooth customer journey from booking to possession. The role involves customer communication, documentation, payment coordination, complaint resolution, internal coordination, and maintaining accurate customer records through CRM systems.

Key Roles & Responsibilities

1. Customer Relationship Management

- Manage customer relationships throughout the post-sales journey.
- Maintain regular communication with customers and ensure timely assistance.
- Address customer queries and provide accurate information regarding their unit, payments, documentation, and project updates.
- Maintain a positive customer experience and build long-term customer relationships.

2. Documentation & Compliance

- Manage and maintain customer documentation, including booking forms, agreements, KYC documents, and other relevant records.
- Ensure accuracy and completeness of customer documents.
- Coordinate with the Legal and relevant internal teams for documentation and registration-related processes.
- Ensure compliance with company policies and defined CRM processes.

3. Payment Coordination

- Coordinate with customers regarding payment schedules, outstanding dues, and payment-related queries.
- Follow up with customers for timely payments as per agreed schedules.
- Coordinate with the Finance/Accounts team for payment confirmation and reconciliation.
- Maintain accurate records of customer payment status.

4. Internal Coordination

- Coordinate with Sales, Finance, Legal, Projects, and other departments to resolve customer requirements.




- Ensure timely follow-up and closure of customer-related tasks.
- Escalate critical issues to the CRM Head/Senior Management whenever required.
- Maintain effective communication between customers and internal stakeholders.

5. Customer Communication

- Communicate important project updates, payment reminders, demand letters, possession updates, and other customer-related information.
- Respond to customer queries through calls, emails, and other approved communication channels.
- Ensure all customer communications are qualified, clear, and timely.
- Maintain proper records of customer interactions and commitments.

6. Possession & Handover

- Coordinate with customers for the possession and handover process.
- Ensure completion of required documentation and formalities before possession.
- Coordinate with Project and other relevant teams for customer handover requirements.
- Assist in resolving customer queries related to possession, handover, and post-possession services.

7. Complaint Management

- Receive, record, and track customer complaints and service requests.
- Coordinate with concerned departments for timely resolution of complaints.
- Follow up until closure and communicate resolution status to customers.
- Maintain complaint records and identify recurring issues for escalation and process improvement.

8. CRM Software Management

- Maintain accurate and updated customer information in the CRM/ERP system.




- Update customer interactions, payments, documentation, complaints, and other relevant activities.
- Generate CRM-related reports and MIS as required.
- Ensure data accuracy, confidentiality, and proper record maintenance.

9. Process Compliance

- Follow established CRM SOPs, policies, and processes.
- Ensure timely completion of assigned activities and customer requests within defined TATs.
- Maintain proper records and documentation for audit and reporting purposes.
- Identify process gaps and suggest improvements to enhance customer service and operational efficiency.

Required Qualifications

- Bachelor's Degree in Commerce, Business Administration, Management, or equivalent.
- 2–6 years of relevant experience in CRM/Customer Relationship Management, preferably in the real estate industry.
- Candidates with experience in residential or commercial real estate projects will be preferred.

Required Skills

- Excellent verbal and written communication skills.
- Strong customer handling and interpersonal skills.
- Good coordination and follow-up abilities.
- Knowledge of Microsoft Excel, Word, Outlook, and CRM/ERP software.
- Strong documentation and record-management skills.
- Good time management and multitasking abilities.
- Problem-solving and conflict-resolution skills.
- Strong attention to detail and accuracy.
- Ability to work collaboratively with multiple internal departments.
- Customer-focused and service-oriented approach.

Preferred Attributes

- Prior experience in real estate CRM/post-sales operations.
- Good understanding of real estate documentation, payment processes, and possession procedures.
- Ability to handle multiple customers and tasks simultaneously.
- Professional approach with strong ownership and accountability.

📌 Customer Relationship Management Executive (Ahmedabad)
🏢 A. Shridhar
📍 Ahmedabad