Customer Relationship Manager (CRM)

Customer Handling

Act as the single point of contact for customers after sales closure.

Handle customer queries related to booking, payments, agreements, construction status, and possession.

Build and maintain strong, long-term relationships with customers.

Documentation & Coordination

Coordinate booking forms, agreement of sale, sale deed, and registration documentation.

Ensure timely collection and verification of KYC documents from customers.

Coordinate with legal, accounts, sales, and project teams for documentation and approvals.

Payment & Collections

Track payment schedules as per agreement.

Follow up with customers for milestone-based payments.

Coordinate with the accounts team for receipts, statements, and outstanding dues.

Customer Communication

Provide regular project updates to customers regarding construction progress.

Communicate possession timelines, handover procedures, and maintenance charges.

Handle customer complaints and ensure timely resolution.

Site Visits & Handover

Coordinate site visits, inspections, and snag list closure.

Manage handover process including keys, documents, and possession letters.

Assist customers during registration and possession process.

Post-Sales Support

Handle post-handover issues and coordinate with maintenance or facility teams.

Ensure customer satisfaction and collect feedback.

Support referral generation through satisfied customers.

MIS & Reporting

Maintain accurate customer data in CRM software or records.

Prepare MIS reports on bookings, collections, complaints, and handovers.

Ensure compliance with company policies and SOPs.

Skills & Competencies

Strong communication and interpersonal skills.

Customer-centric approach.

Knowledge of real estate documentation and RERA norms (preferred).

Good coordination and follow-up skills.

Qualification & Experience

Graduate in any discipline (MBA preferred).

2–5 years of experience in real estate CRM or customer service.

Experience in residential/commercial projects preferred.

Key Performance Indicators (KPIs)

Customer satisfaction score.

Timely collection and documentation closure.

Complaint resolution turnaround time.

Successful handover and possession completion.