Role Overview

The incumbent will be based at a GPL site office and will be responsible for managing the end-to-end customer experience post-booking. This is a customer-facing role at the heart of GPL's after-sales function ensuring homebuyers feel supported, informed, and valued throughout their journey with us.

What You Will Do

Customer Query & Complaint Redressal
Handle customer queries and complaints received via phone, email, or walk-ins — ensuring timely, accurate, and high-quality resolutions in line with GPL's SOPs.
Coordinate with internal teams — Finance, Facilities, and Legal — to resolve customer issues efficiently.
Track all escalations and complaints to closure; ensure no query goes unresolved.
Liaise with the Facilities team on snagging and de-snagging issues raised by customers.
Surface recurring feedback to improve the quality of service delivered to customers.

Customer Collections
Keep customers proactively informed on project milestones and upcoming payment obligations.
Send pre-intimations and payment reminders for every milestone as per GPL's communication SOPs.
Follow up on delayed payments through calls and written communication; raise escalations where required.




Ensure all payment-related data is accurately updated in SFDC in coordination with the Finance team.
Work with internal teams to streamline collections and minimise payment delays.

What We Are Looking For

Qualifications & Experience
Graduate or Post Graduate in any discipline.
1 to 5 years of experience in customer relationship management, collections, or customer service.
Prior experience in real estate or financial services is an advantage — not a requirement.

Skills
Working knowledge of CRM systems (Salesforce or equivalent) and MS Office.
Comfort with digital tools for tracking, reporting, and customer communication.

You Will Thrive in This Role If You
Communicate with clarity, empathy, and professionalism across written and verbal channels.
Take ownership of customer issues and follow through to resolution with a sense of accountability.
Can influence and persuade effectively — driving timely outcomes while maintaining robust relationships.
Are disciplined and detail-oriented in maintaining records, system updates, and documentation.
Demonstrate resilience and composure when handling escalations or difficult customer interactions.

📌 Crm Executive Bengaluru
🏢 Godrej Properties
📍 Bengaluru