Location: Goregaon West, Mumbai
Experience: 3–6 Years
Department: Customer Relationship Management
Working Days: 6 days
Working Hours: 10:00 AM to 7:00 PM
We are looking for a proactive and customer-focused CRM Senior Executive to manage post-sales customer relationships and ensure a seamless customer experience from booking to possession. The role involves handling customer queries, payment follow-ups, documentation coordination, grievance resolution, and maintaining effective communication between customers and internal departments.
The ideal candidate should possess excellent communication skills, strong customer handling abilities, and experience in managing CRM operations within a customer-centric environment.
Act as the primary point of contact for customers after the sales closure.
Build and maintain strong relationships with customers throughout the customer lifecycle.
Address customer queries, concerns, and service requests in a timely and professional manner.
Ensure a positive customer experience and maintain high customer satisfaction levels.
Coordinate with customers regarding payment schedules and follow up on outstanding dues.
Generate and dispatch demand letters, receipts, allotment letters, agreements, possession letters, and other customer-related documents.
Coordinate with Accounts and Legal teams to ensure timely processing of documentation and collections.
Maintain accurate customer records and transaction details.
Handle customer complaints and ensure timely resolution within defined timelines.
Track and monitor customer issues until closure.
Escalate critical cases to management when required.
Maintain professionalism and empathy while dealing with customers.
Prepare regular reports related to collections, customer interactions, pending issues, and documentation status.
Maintain CRM databases and ensure accurate record keeping.
Coordinate with Sales, Legal, Accounts, and Project teams for smooth customer servicing.
Ensure timely communication of project updates and relevant information to customers.
3 to 6 years of experience in CRM, Customer Service, Customer Relations, Collections, or Post-Sales Operations.
Experience in Real Estate, Construction, or customer-facing service industries will be preferred.
Excellent communication and interpersonal skills.
Strong customer handling and relationship management abilities.
Good negotiation and follow-up skills.
Ability to handle customer grievances effectively.
Strong coordination and multitasking capabilities.
Proficiency in MS Office, especially Excel and Outlook.
Experience working with CRM software and customer databases.
Strong problem-solving and organizational skills.
A customer-centric professional with a service-oriented mindset.
Someone capable of handling multiple customer interactions and priorities efficiently.
A detail-oriented individual with strong documentation and coordination skills.
A proactive professional who can build long-term customer relationships and enhance customer satisfaction.
