CRM Executive

Role & responsibilities

Preferred candidate profile

JOB DESCRIPTION CRM EXECUTIVE

Residential Construction Industry

Position: CRM Executive / Customer Relationship Manager
Department: Customer Relationship Management
Industry: Residential Construction / Real Estate
Experience: 2–5 Years
Location: CHENNAI
Employment Type: Full-Time
Reporting To: CRM Manager / CEO

Job Summary

We are looking for a proactive and customer-focused CRM Executive to manage relationships with residential construction clients from booking through project completion and handover.

The candidate will act as the primary point of contact for customers, coordinate with internal teams, resolve customer concerns, provide regular project updates, and ensure a smooth customer experience throughout the construction lifecycle.

Key Responsibilities

1. Customer Relationship Management

• Maintain strong relationships with customers throughout the construction process.
• Act as the primary contact for customer queries, requests, and complaints.
• Provide regular updates regarding project progress, schedules, and milestones.
• Maintain accurate customer records and communication history.

2. Project Coordination

• Coordinate with the Sales, Site Engineering, Accounts, and Project Management teams.
• Follow up on customer selections such as tiles, flooring, sanitaryware, electrical points, doors, windows, colours, and other finishes.
• Coordinate customer site visits and meetings.
• Track commitments made to customers and ensure timely closure.

3. Complaint & Query Management

• Receive, record, and resolve customer complaints and service requests.
• Coordinate with the concerned site/technical team for issue resolution.
• Monitor pending issues and ensure timely closure.
• Escalate critical issues to the CRM Manager/Project Head when required.

4. Documentation & MIS

• Maintain customer files, agreements, correspondence, approvals, and handover documents.
• Update CRM software/database regularly.
• Prepare weekly/monthly reports on customer queries, complaints, pending activities, and closures.
• Maintain records of customer feedback and satisfaction.

5. Handover & Post-Sales Support

• Coordinate pre-handover inspections with customers.
• Prepare snag/punch-list requirements and coordinate rectification.
• Assist with final handover, documentation, keys, warranties, and related formalities.
• Handle post-handover service requests and coordinate with the relevant teams.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer-service orientation.
• Good coordination and follow-up skills.
• Ability to handle customer complaints professionally.
• Good knowledge of MS Excel, Word, Email, and CRM software.
• Good documentation and reporting skills.
• Ability to coordinate with multiple departments.
• Good understanding of residential construction processes is preferred.
• Strong attention to detail and time-management skills.

Educational Qualification

• Bachelor's degree/diploma in Civil Engineering, Architecture, Business Administration, Management, or a related field.
• Experience in real estate, residential construction, interior design, or property development will be an advantage.

Preferred Experience

• 2–5 years of experience in CRM/customer relations in residential construction or real estate.
• Candidates with experience handling villa, apartment, individual house, or premium residential projects are preferred.

Key Performance Indicators (KPIs)

• Customer satisfaction and feedback.
• Complaint resolution time.
• Percentage of customer issues closed within agreed timelines.
• Timely project communication and follow-ups.
• Accuracy of CRM/customer records.
• Handover and post-handover service efficiency.

Personal Attributes

• Customer-focused and approachable.
• Patient and professional.
• Strong ownership and accountability.
• Good problem-solving ability.
• Positive attitude and teamwork.
• Ability to work under deadlines.

Salary: [________] per month, depending on experience and skills.

Interested candidates can send their CV to:
[email protected] OR 9894948942