CRM Executive

Designation: CRM Executive
Department: Customer Relationship Management
Industry: Real Estate
Experience: 2-5 Years
Location: Bangalore
Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and proactive CRM Executive to manage customer relationships from booking through post-sales and possession. The candidate will be responsible for customer communication, documentation, payment follow-ups, complaint resolution, and coordination with internal departments.

Key Responsibilities

• Manage customer relationships from booking to possession and post-sales support.
• Handle customer queries through calls, emails, WhatsApp, and other official channels.
• Coordinate with Sales, Finance, Legal, Projects, and Accounts teams for timely resolution of customer requirements.
• Maintain accurate customer records, booking details, payment status, and communication history in the CRM/ERP system.
• Follow up with customers regarding payments, outstanding amounts, documentation, agreements, and registrations.
• Coordinate for customer documentation, demand letters, receipts, NOCs, agreements, and possession-related documents.
• Handle customer complaints, concerns, and escalations professionally and ensure timely closure.
• Coordinate customer site visits, property inspections, possession, and handover activities.
• Provide customers with regular updates regarding project progress and important milestones.
• Maintain proper records of bookings, cancellations, transfers, refunds, and customer requests.
• Prepare daily, weekly, and monthly MIS/CRM reports for management.
• Ensure all CRM data and customer documents are updated accurately and on time.
• Maintain confidentiality of customer information and company records.
• Support the CRM Manager/Head in improving customer satisfaction and service processes.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-handling and relationship-management skills.
• Good follow-up and coordination abilities.
• Strong problem-solving and complaint-handling skills.
• Good knowledge of MS Excel, MS Office, and CRM/ERP software.
• Good documentation and reporting skills.
• Ability to manage multiple customers and deadlines.
• Professional and customer-oriented approach.

Qualification

• Graduate in any discipline.
• 2-5 years of experience in Real Estate CRM / Customer Relationship / Post-Sales Operations preferred.
• Experience in real-estate documentation, collections, registration, or possession coordination will be an added advantage.

Key Performance Indicators (KPIs)

• Customer satisfaction and service quality
• Timely resolution of customer queries
• Payment and collection follow-ups
• Documentation accuracy and closure
• Complaint resolution TAT
• CRM data accuracy
• Possession and handover coordination
• Customer retention and relationship management