Customer Relationship Management (CRM)

Key Responsibilities

· Manage end-to-end post-sales customer relationship activities.

· Serve as the primary point of contact for customers throughout the project lifecycle.

· Ensure timely resolution of customer queries, requests, and escalations.

· Coordinate with Sales, Finance, Legal, Projects, and Accounts to facilitate smooth customer transactions.

· Monitor customer documentation, agreements, payment schedules, and handover-related activities.

· Maintain accurate customer records and ensure all CRM data is updated.

· Prepare and present daily, weekly, and monthly MIS and customer status reports.

· Ensure compliance with company policies, RERA guidelines, and internal processes.

· Develop and implement customer engagement initiatives to enhance customer satisfaction.

· Identify opportunities to improve CRM processes and customer service standards.

· Train and mentor CRM team members to maintain high service quality.

· Monitor customer feedback and implement corrective actions to improve the overall customer experience.

Qualifications

· Bachelor's degree in Business Administration, Commerce, Marketing, or a related field.

· MBA is preferred.

· 5–8 years of experience in Customer Relationship Management, preferably in the real estate industry.

Skills Required

· Excellent customer relationship and communication skills.

· Strong coordination and stakeholder management abilities.

· Proficiency in CRM software and Microsoft Excel.

· Strong analytical and problem-solving skills.

· Ability to manage escalations professionally.

· Excellent organizational and documentation skills.

· High attention to detail and process orientation.

Key Performance Indicators (KPIs)

· Customer query resolution within defined SLAs.

· Customer satisfaction (CSAT) scores.

· Accuracy and completeness of customer documentation.

· Timely coordination of agreements, payments, and possession activities.

· Accuracy and timeliness of MIS reports.

· Process compliance and audit readiness.

· Customer feedback and complaint resolution effectiveness.

What We Offer

· Opportunity to work with a premium real estate brand.

· Collaborative and growth-oriented work environment.

· Competitive compensation and career advancement opportunities.

Pay: ₹58,000.00 - ₹70,000.00 per month

Work Location: In person