To manage customer relationships throughout the property-buying journey, ensure timely resolution of customer queries and complaints, coordinate with internal departments, and deliver a positive customer experience from booking to possession.

Key Responsibilities

A. Customer Relationship Management

- Handle customer queries, requests, complaints, and feedback through calls, emails, and other communication channels.
- Maintain regular communication with customers regarding booking status, payment schedules, documentation, and possession updates.
- Ensure timely follow-ups with customers and provide accurate information about project progress and services.
- Build and maintain positive customer relationships to enhance customer satisfaction.

B. Booking & Documentation

- Assist customers with booking formalities, application forms, allotment letters, agreements, and other property-related documentation.
- Coordinate with the Sales and Legal teams for documentation, verification, and execution of agreements.
- Maintain accurate customer records, booking details, and correspondence in the CRM system.
- Follow up on pending documents and ensure timely completion of customer documentation.

C. Payment Follow-up & Coordination

- Coordinate with the Accounts and Finance teams regarding payment schedules, outstanding dues, receipts, and payment confirmations.
- Send payment reminders to customers as per the approved schedule.
- Assist in resolving payment-related queries and discrepancies.
- Maintain records of customer payments and outstanding amounts.

D. Complaint Management

- Register and track customer complaints, service requests,



and grievances in the CRM system.
- Coordinate with the Projects, Engineering, Maintenance, and other relevant teams for complaint resolution.
- Monitor resolution timelines and ensure regular updates to customers.
- Escalate unresolved or critical complaints to the CRM Manager.

E. MIS & Reporting

- Prepare daily, weekly, and monthly reports on customer queries, complaints, pending documentation, payment follow-ups, and possession status.
- Maintain accurate and updated customer databases and CRM records.
- Track customer satisfaction and identify recurring issues for process improvement.
- Ensure timely submission of reports to the reporting manager.

Educational Qualification

- Graduate in any discipline.
- A degree or diploma in Business Administration, Marketing, or Customer Relationship Management will be an added advantage.

Experience

- 3–7 years of experience in CRM or customer service, preferably in the real estate or property development industry.
- Experience in customer documentation, complaint management, payment follow-ups, and possession coordination will be preferred.

6. Required Skills

- Excellent verbal and written communication skills.
- Strong customer service and relationship management abilities.
- Positive coordination, follow-up, and problem-solving skills.
- Proficiency in MS Excel, MS Office, and CRM software.
- Strong documentation and record-maintenance skills.
- Ability to manage multiple customer requests and meet deadlines.
- Professional attitude and customer-focused approach.

Pay: ₹11,000.00 - ₹20,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Executive CRM (Bareilly)
🏢 Oneoak Realcon Private
📍 Bareilly