Role & responsibilities:

Key Responsibilities

- Customer Relationship Management

- Manage customer relationships from booking to possession and post-possession.
- Act as the primary point of contact for customers regarding project-related queries.
- Maintain strong customer relationships and ensure a positive customer experience.
- Handle customer complaints, escalations and ensure timely resolution.

2. Agreement & Documentation
- Coordinate preparation and execution of Agreement for Sale, registration documents, supplementary agreements and other customer-related documentation.
- Verify customer KYC, booking documents, payment schedules and agreement details.
- Coordinate with legal, sales and documentation teams for timely agreement registration.
- Maintain proper records of registered agreements and pending documentation.

3. Payment & Collection Management
- Monitor customer payment schedules and outstanding receivables.
- Coordinate with customers for demand letters, payment reminders and overdue payments.
- Follow up for timely collection of installments, GST, registration charges and other applicable payments.
- Coordinate with the Accounts/Finance team for payment reconciliation and receipts.
- Handle queries related to outstanding amounts, demand letters and payment adjustments.

4. Home Loan & Bank Coordination
- Coordinate with customers, banks, financial institutions and internal teams for home-loan processing and disbursement.
- Follow up on sanction letters, loan documentation, APF-related requirements and disbursement.
- Coordinate for own contribution, GST and other requirements prior to loan disbursement.




- Resolve discrepancies between customer ledgers and bank disbursement statements.

5. Possession & Handover
- Coordinate the complete possession process from demand clearance to handover.
- Schedule customer appointments for possession and snag/inspection visits.
- Coordinate with Projects, Engineering, Accounts and Facility teams for smooth handover.
- Ensure possession documentation, NOCs, payment clearance and other formalities are completed.

6. Post-Sales / Post-Possession Support
- Handle customer requests related to possession, maintenance, society formation, property tax, amenities and other post-possession matters.
- Coordinate with Facility Management and Society/Committee members wherever required.
- Support resolution of defects/snags and customer service requests.
- Maintain proper records of complaints and their closure status.

7. Society Formation & Conveyance
- Coordinate with customers/committee members for society registration, conveyance and related documentation.
- Coordinate with legal consultants and internal departments for execution and registration of conveyance documents.
- Support society committee members and ensure timely completion of statutory/project-related formalities.

8. CRM MIS & Reporting
- Maintain accurate CRM data and customer records.




- Prepare MIS reports covering:
- Booking status
- Agreement registration
- Collections & outstanding
- Loan/disbursement status
- Possession status
- Customer complaints
- Cancellation/refund cases
- Pending documentation
- Track daily/weekly/monthly targets and pending activities.

9. Cross-Functional Coordination

Coordinate effectively with

- Sales
- Accounts & Finance
- Legal
- Projects & Engineering
- Home Loan/Banking Team
- Facility Management
- Registration/Documentation Team
- Management

Key Skills Required
- Excellent customer handling and communication skills
- Strong follow-up and coordination ability
- Knowledge of real estate documentation and Agreement for Sale
- Understanding of RERA/MahaRERA processes
- Knowledge of home-loan and bank disbursement procedures
- Valuable understanding of collections and customer ledgers
- Strong MS Excel/MIS skills
- CRM software knowledge
- Problem-solving and escalation-management skills
- Ability to independently handle customers and internal stakeholders

KPIs / Performance Parameters
- Customer satisfaction and response time
- Agreement execution and registration TAT
- Collection efficiency
- Reduction in outstanding/overdue payments
- Loan disbursement coordination
- Possession/handover efficiency
- Complaint resolution TAT
- Documentation accuracy
- Customer retention and referral potential

MIS/reporting accuracy Preferred candidate profile: Residential real estate, customer lifecycle management, collections, agreements, home loans, possession and post-sales operations.

📌 Assistant Crm Manager (Pimpri-Chinchwad)
🏢 Aakar Realties
📍 Pimpri-Chinchwad