Job Description: CRM Executive (Real Estate)
Position: CRM Executive
Department: Customer Relationship Management (CRM)
Reporting To: Assistant Manager – CRM / CRM Manager
Location: Corporate Office / Project Site
Job Summary
The CRM Executive is responsible for managing customer relationships from booking to possession and post-possession support. The role focuses on customer communication, documentation, payment follow-ups, complaint resolution, and coordination with internal departments to ensure a seamless customer experience.
Key Responsibilities
Customer Relationship Management
- Act as the primary point of contact for customers after booking.
- Build and maintain strong customer relationships throughout the customer lifecycle.
- Ensure prompt and professional responses to customer enquiries.
Customer Communication
- Make welcome calls to newly booked customers.
- Send payment reminders, demand letters, construction updates, and possession communications.
- Respond to customer queries via phone, email, WhatsApp, and walk-ins.
- Maintain records of all customer interactions.
Documentation
- Collect and verify customer KYC and booking documents.
- Coordinate execution of Agreements to Sell, Sale Deeds, and other legal documents.
- Maintain complete and updated customer files.
- Ensure all documentation complies with company policies.
Payment Follow-up
- Track customer payment schedules and due dates.
- Follow up with customers for outstanding payments.
- Coordinate with the Finance department regarding receipts and payment status.
- Maintain collection reports and payment records.
Complaint Handling
- Register customer complaints in the CRM system.
- Coordinate with Projects, Engineering, Legal, and Finance teams for timely resolution.
- Update customers on complaint status until closure.
- Maintain complaint logs and turnaround time reports.
Possession & Handover
- Coordinate documentation required before possession.
- Schedule possession appointments.
- Assist customers during the possession process.
- Ensure all handover formalities are completed.
CRM System & MIS
- Update customer records in the CRM software.
- Generate daily, weekly, and monthly MIS reports.
- Ensure customer data accuracy and completeness.
- Maintain reports on collections, complaints, and possession status.
Cross-Functional Coordination
- Coordinate with:
- Sales Team
- Finance
- Legal
- Projects
- Engineering
- Marketing
Qualification
- Bachelor's degree in Business Administration, Commerce, Marketing, or a related discipline.
- MBA is an added advantage.
Experience
- 5-8 years of experience in CRM within the real estate industry.
- Experience in residential and commercial real estate projects is preferred.
Technical Skills
- CRM Software (Salesforce, LeadSquared, or equivalent)
- MS Office (Excel, Word, PowerPoint)
- ERP/CRM Systems
- Documentation Management
- MIS Reporting
- Customer Service Tools
Pay: ₹12,000.00 - ₹35,000.00 per month
Work Location: In person
