CRM EXECUTIVE

JOB SUMMARY

Responsible for the complete post-sales customer lifecycle from booking through AOS, payment collection, home-loan coordination, sale deed, registration, possession and post-possession support. Acts as the primary customer contact and coordinates with Sales, Accounts, Legal, Project/Site, Banks/NBFCs and Management.

KEY RESPONSIBILITIES

1. Customer Handover & Documentation

• Take complete handover from Sales after booking and verify booking/KYC/customer/unit details.
• Maintain complete customer and unit-wise records and ensure all commitments are documented.

2. AOS / Agreement Process

• Coordinate AOS preparation, customer review, corrections, approvals, execution and filing.
• Maintain and regularly update the AOS tracker.

3. Payment & Collection Follow-Up

• Maintain payment schedules; track due dates, receipts and outstanding amounts.
• Send reminders/demand letters, follow up on overdue payments and coordinate with Accounts.
• Escalate significant payment delays to Management.

4. Home Loan Coordination

• Coordinate with customers and banks/NBFCs for loan processing, sanction, legal/technical verification and disbursement.
• Track pending bank documentation and project documents required for disbursement.

5. Customer Relationship Management

• Act as primary post-booking contact; respond to queries promptly and professionally.
• Coordinate customer site visits, project updates and maintain communication history.

6. Customer Requirements / Customization

• Maintain unit-wise requirements tracker and coordinate only approved requirements with the Project/Site Team.
• Track completion and customer confirmation wherever required.

7. Sale Deed & Registration

• Coordinate sale deed preparation, verification, registration appointment and required documentation.
• Track registration through successful completion.

8. Possession & Handover

• Coordinate final payment/no-dues, customer inspection, snag rectification and possession.
• Complete handover documentation, keys/access, parking details and applicable documents.

9. Post-Possession Support

• Handle complaints/service requests, coordinate resolution and maintain closure records.

10. Cancellation / Transfer / Refund

• Coordinate cancellation, transfer, nominee change and refund requests as per company policy, approvals and applicable law.

KEY RESULT AREAS (KRAs)

KRA

Responsibility

Customer Onboarding

Complete and accurate customer handover after booking

AOS

Timely preparation, execution and documentation

Collections

Regular payment follow-up and reduction of overdue amounts

Loan Coordination

Timely loan processing and disbursement follow-up

Customer Service

Quick and professional response to customer queries

Documentation

Accurate and updated customer records

Registration

Timely sale deed/registration coordination

Customer Requirements

Proper tracking and closure of approved requirements

Possession

Smooth inspection, snag closure and handover

Complaints

Timely resolution and documented closure

MIS

Accurate and timely CRM reports and trackers

REQUIRED TRACKERS / MIS

• Customer Master, Booking Tracker, AOS Tracker, Payment/Collection & Outstanding Tracker.
• Home Loan, Customer Requirement, Site Visit, Sale Deed, Registration and Possession Trackers.
• Snag/Complaint, Cancellation/Refund and customer communication records.

CANDIDATE PROFILE

• 2–5 years’ experience in Real Estate CRM / Post-Sales / Customer Relations; residential real estate preferred.
• Strong customer communication, follow-up, coordination and documentation skills.
• Good understanding of AOS, sale deed, registration, payment schedules and home-loan processes.
• Good knowledge of MS Excel / Google Sheets / CRM software and professional email/WhatsApp communication.
• Experience with reputed residential developers, banks/NBFCs and Telangana registration processes is preferred.
• Ability to independently manage customers from booking to possession.