Key Responsibilities

- Manage customer relationships throughout the property-buying journey.
- Handle customer queries, complaints, requests, and escalations through phone, email, WhatsApp, and CRM systems.
- Maintain accurate and updated customer records in the CRM.
- Coordinate with the Sales, Accounts, Legal, Construction, and Operations teams to resolve customer issues.
- Track booking details, payment schedules, documentation, agreements, and other customer-related activities.
- Send payment reminders, demand letters, receipts, statements, and other relevant communications.
- Coordinate property registration, possession, handover, and documentation processes.
- Follow up on outstanding payments and coordinate with the accounts/finance team.
- Provide customers with regular updates regarding project progress, possession timelines, and other important developments.
- Monitor customer complaints and ensure timely closure within defined TATs.
- Maintain MIS reports on customer queries, collections, cancellations, registrations, possession, and complaints.
- Conduct customer satisfaction surveys and identify areas for improving customer experience.
- Maintain proper documentation and ensure compliance with company policies and applicable real-estate regulations.




- Build long-term relationships with customers and encourage referrals and repeat business.

Required Skills

- Excellent communication and interpersonal skills.
- Strong customer-service orientation.
- Good follow-up and coordination skills.
- Ability to handle difficult customers and resolve conflicts professionally.
- Working knowledge of CRM software and MS Excel.
- Good documentation and reporting skills.
- Robust organizational and time-management abilities.
- Knowledge of the real estate sales and post-sales process is preferred.

Qualification & Experience

- Graduate in any discipline; MBA/PGDM in Marketing or related field is an advantage.
- 25 years of experience in CRM/customer relations, preferably in real estate, property development, banking, or financial services.
- Candidates with experience in real estate CRM, collections, registration, possession, or customer servicing will be preferred.

Key Performance Indicators (KPIs)

- Customer query/complaint resolution TAT.
- Customer satisfaction and retention.
- Payment/collection follow-up efficiency.
- Registration and possession coordination.
- CRM data accuracy.
- Complaint closure percentage.
- Customer referral and repeat-business rate.

📌 Crm Executive (Kolkata)
🏢 Raunak Properties
📍 Kolkata