Crm Manager

We are looking for an experienced Senior CRM to manage customer relationships throughout the property booking, agreement, payment, possession, and post-sales process. The candidate will be responsible for ensuring smooth communication with customers and coordinating with internal departments for timely resolution of customer queries and requests.

Key Responsibilities

• Manage customer relationships from booking to possession and post-sales.
• Handle customer queries, complaints, requests, and escalations professionally.
• Coordinate with Sales, Accounts, Legal, Projects, and other departments.
• Maintain accurate customer records, documentation, and CRM data.
• Coordinate for agreement registration, payment follow-ups, receipts, and other customer documentation.
• Provide regular updates to customers regarding project progress, possession, and other relevant matters.
• Monitor outstanding payments and coordinate with customers for timely collections.
• Handle customer requests related to NOC, demand letters, statements, possession, and other documents.
• Ensure timely resolution of customer issues and maintain proper follow-up records.
• Prepare customer reports, MIS, and status updates for management.
• Support the team in improving customer satisfaction and overall customer experience.
• Manage escalated cases and ensure proper closure within defined timelines.
• Maintain professional communication with customers through calls, emails, and meetings.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer-handling and problem-solving abilities.
• Good knowledge of CRM processes in the real estate industry.
• Strong follow-up and coordination skills.
• Good knowledge of MS Excel, Word, and CRM software.
• Ability to handle multiple customers and tasks simultaneously.
• Good documentation and reporting skills.
• Professional and customer-focused approach.