We are looking for a customer-focused and proactive CRM professional to manage customer relationships throughout the sales and post-sales journey. The candidate will be responsible for ensuring smooth communication with customers, timely resolution of queries, and maintaining high customer satisfaction.
Key Responsibilities
Manage customer interactions from booking to possession and post-sales support.
Act as the primary point of contact for customers regarding project-related queries.
Coordinate with Sales, Accounts, Legal, Projects, and other internal departments.
Handle customer complaints, requests, and escalations professionally and ensure timely resolution.
Maintain accurate customer records, documentation, and CRM data.
Follow up with customers regarding payments, agreements, registration, possession, and other formalities.
Provide regular updates to customers regarding project progress and important milestones.
Prepare and maintain MIS reports related to customer queries, collections, documentation, and grievances.
Ensure timely communication through calls, emails,
and other official channels.
Conduct customer feedback and satisfaction activities.
Track pending cases and ensure closure within defined timelines.
Maintain a professional relationship with customers and contribute towards improving the overall customer experience.
Desired Skills & Competencies
Excellent verbal and written communication skills.
Strong customer-handling and interpersonal skills.
Valuable follow-up and coordination abilities.
Problem-solving and conflict-resolution skills.
Good knowledge of MS Office and CRM software.
Strong documentation and reporting skills.
Ability to work under pressure and manage multiple customers simultaneously.
Professional, courteous, and customer-oriented approach.
Educational Qualification
Graduate in any discipline.
Candidates with experience in Real Estate CRM / Customer Relations / Sales Coordination will be preferred.
Key Performance Indicators (KPIs)
Customer satisfaction and service quality
Timely resolution of customer queries and complaints