Role & responsibilities :

1. Customer Relationship Management (Frontend)

- Serve as the primary point of contact for customers throughout their home-buying journey.
- Build and maintain solid customer relationships by providing timely and professional support.
- Handle customer queries, requests, complaints, and escalations effectively.
- Conduct customer meetings and provide project updates.
- Ensure a seamless customer experience from booking until possession.
- Coordinate with customers for registration, possession, and post-possession requirements.

2. Booking Management

- Verify booking documents and KYC compliance.
- Coordinate with Sales for booking confirmation.
- Ensure timely entry of bookings into ERP.
- Validate customer information and payment schedules.
- Monitor booking status and resolve discrepancies.

3. Collections Management

- Achieve monthly collection targets.
- Follow up with customers for milestone payments.
- Coordinate with Finance for payment reconciliation.
- Monitor overdue accounts and minimize outstanding receivables.
- Ensure timely issuance of payment receipts.

4. Banking & Home Loan Coordination

- Coordinate with banks and financial institutions for home loan processing.
- Follow up on loan sanctions and disbursements.
- Resolve banking-related documentation issues.
- Ensure timely loan disbursement as per construction milestones.

5. Documentation & Registration

- Review and process:

- Booking Forms

- KYC Documents

- Agreements for Sale

- Demand Letters

- NOCs
- ROC-related documentation (where applicable)

- Registration documents

- Possession documents
- Coordinate with Legal and Registration teams for document execution.
- Ensure compliance with RERA and statutory requirements.

6.



ERP Operations (Backend)

- Ensure accurate data entry in ERP (In4 Velocity preferred).
- Maintain customer master records.
- Update payment status, documentation, communication history, and collections.
- Generate CRM MIS reports and dashboards.
- Ensure data accuracy and process compliance.

7. Construction & Internal Coordination

- Coordinate with Projects, Legal, Finance, Sales, Accounts, and Liaison teams.
- Ensure timely communication of project milestones to customers.
- Coordinate for possession readiness and snag resolution.
- Escalate issues affecting customer satisfaction.

8. Possession & Handover

- Plan and execute possession schedules.
- Verify final payments before possession.
- Coordinate documentation for handover.
- Ensure smooth possession and customer handover.
- Address customer concerns during possession.

9. Customer Complaint Resolution

- Resolve customer complaints within defined turnaround times.
- Coordinate with internal departments for issue resolution.
- Maintain records of complaints and closures.
- Ensure high customer satisfaction levels.

10. Team Management

- Guide and support CRM Executives.
- Monitor backend documentation accuracy.
- Allocate work and review team performance.
- Train team members on CRM processes and ERP systems.

11. Compliance & Process Management

- Ensure adherence to RERA regulations and company SOPs.
- Maintain audit-ready customer documentation.
- Ensure compliance with legal and financial requirements.
- Support internal and external audits.

Preferred candidate profile Experience: 7+ years in CRM, realestate.

Communication Skills: Excellent stakeholder engagement, presentation, and writing abilities for cross-team collaboration.

📌 CRM - Assistant Manager / Deputy Manager (Mumbai)
🏢 Narang Realty
📍 Mumbai