CRM Executive

We are looking for a proactive and customer-focused CRM Executive to manage customer relationships throughout the real estate sales and post-sales journey. The role involves handling customer queries, maintaining accurate CRM records, coordinating with internal teams, and ensuring a smooth and positive customer experience from booking through possession and beyond.

Key Responsibilities

• Manage customer relationships from property enquiry and booking to possession and post-sales support.
• Maintain and regularly update customer information, interactions, follow-ups, bookings, payments, and documentation in the CRM system.
• Handle customer queries and complaints through phone, email, WhatsApp, and other communication channels.
• Coordinate with Sales, Pre-Sales, Accounts, Legal, Construction, and Customer Support teams to resolve customer issues.
• Provide customers with timely updates regarding project progress, payment schedules, documentation, possession, and other important milestones.
• Follow up with customers for pending documents, payments, agreements, registrations, and other required formalities.
• Prepare and share payment reminders, demand letters, receipts, statements of accounts, and other customer communications as required.
• Track customer requests and ensure that issues are resolved within defined turnaround times (TAT).
• Maintain accurate records of customer interactions, complaints, resolutions, and commitments.
• Monitor customer satisfaction and identify opportunities to improve the overall customer experience.
• Conduct regular follow-ups with customers to ensure smooth coordination throughout the property-buying process.
• Generate CRM reports related to customer complaints, pending activities, collections, bookings, cancellations, and other KPIs.
• Assist in organizing customer meetings, site visits, possession activities, handovers, and customer engagement events.
• Ensure compliance with company policies, processes, and applicable real estate regulations.
• Maintain confidentiality and accuracy of customer and project-related information.

Required Skills & Qualifications

• Bachelor’s degree in Business Administration, Marketing, Commerce, or a related field.
• 2–4 years of experience in CRM, customer service, relationship management, or real estate.
• Prior experience in the real estate/property industry will be preferred.
• Good communication and interpersonal skills.
• Strong customer-handling and problem-solving abilities.
• Good knowledge of MS Excel, MS Office, email, and CRM software.
• Ability to manage multiple customers and tasks simultaneously.
• Strong follow-up, coordination, and documentation skills.
• Professional and customer-oriented approach.
• Good command of English and Hindi; knowledge of other regional languages can be an advantage.