Job Purpose To manage customer relationships throughout the property buying journey, ensure timely communication, coordinate with internal departments, and deliver an excellent customer experience from booking to possession.
Key Responsibilities
- Customer Relationship Management
- Manage customer interactions from booking until possession.
- Maintain regular communication with clients and address their queries.
- Build and maintain solid customer relationships.
- Customer Coordination
- Coordinate with the Sales, Accounts, Legal and Operations teams.
- Assist customers with booking formalities, documentation and agreement processes.
- Provide regular updates regarding project progress, payment schedules and possession timelines.
- Payment Follow-ups
- Track customer payment schedules and outstanding dues.
- Coordinate with customers for timely payment collections.
- Resolve payment-related queries in coordination with the Accounts team.
- Documentation & Records
- Maintain accurate customer records, booking details and transaction history.
- Ensure timely completion of customer documentation.
- Update customer information and interactions in the CRM software.
- Query & Complaint Resolution
- Handle customer grievances professionally.
- Ensure timely resolution of complaints and escalations.
- Follow up with concerned departments to ensure customer satisfaction.
- Possession & Post-Sales Support
- Coordinate possession-related activities and documentation.
- Assist customers with handover formalities.
- Maintain post-sales relationships and support customer requirements.
Required Skills & Qualifications
- Graduate in any discipline; preferably in Business Administration or a related field.
- 1–4 years of experience in CRM, preferably in the real estate industry.
- Excellent verbal and written communication skills.
- Good coordination, interpersonal and problem-solving abilities.
- Proficiency in MS Excel, MS Office and CRM software.
- Strong customer-handling and follow-up skills.
- Ability to manage multiple customers and tasks efficiently.
Key Performance Indicators (KPIs)
- Customer satisfaction and service quality.
- Timely resolution of customer queries and complaints.
- Payment follow-up and collection coordination.
- Accuracy of customer data and documentation.
- Timely completion of booking-to-possession activities.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits
- Cell phone reimbursement
- Paid sick time
- Paid time off