Walk-in || Assistant Manager - CRM

Role & responsibilities

• Manage customer relationships throughout the booking, construction, possession, and handover lifecycle.
• Handle customer queries, complaints, requests, and escalations within defined timelines.
• Maintain accurate customer information, communication records, payment details, and documents in the CRM system.
• Coordinate with Sales, Accounts/Finance, Legal, Projects, Construction, and Site teams for customer requirements.
• Follow up on outstanding payments, demand letters, receipts, agreements, registration, and other customer documentation.
• Provide customers with timely updates on construction progress, project schedules, possession, and handover.
• Monitor customer requests and ensure timely closure.
• Prepare CRM reports covering complaints, collections, documentation, cancellations, possession status, and pending cases.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Handle difficult customer situations and escalate critical issues to reporting manager when required.
• Conduct customer follow-ups through phone, email, WhatsApp, and other approved communication channels.
• Ensure compliance with company policies, processes, and applicable real-estate regulations.
• Support the CRM Manager in improving CRM processes and customer-service standards.
• Manage customer visits and meetings at the Site Experience Center (SEC) as required.

Required Skills & Qualifications

• Graduate degree in Business Administration, Management, Real Estate, or a related field.
• Minimum 5 years of relevant experience in CRM, customer relations, or customer service, preferably in residential construction or real estate.
• Excellent communication and customer-handling skills.
• Strong coordination, follow-up, problem-solving, and negotiation abilities.
• Good knowledge of CRM software and MS Excel.
• Ability to manage multiple customers and priorities simultaneously.
• Good understanding of real-estate and construction processes, including booking, agreements, payments, registration, possession, and handover.
• Ability to prepare reports and analyze customer-related data.
• Professional, patient, and customer-oriented approach.

Preferred Experience

Experience in luxury residential apartments or real estate development is preferred, particularly in customer grievance management, collections coordination, possession and handover, and customer documentation.

Immediate joiners are preferred.