Job Description – CRM Executive / Possession Executive
Position: CRM Executive – Possession Process
Department: Customer Relationship Management (CRM)
About the Role -
We are looking for a proactive and customer-focused CRM Executive – Possession Process to manage the complete customer possession and handover journey. The candidate will be responsible for coordinating with clients, Relationship Managers (RMs), Engineering/Technical teams, and internal departments to ensure a smooth, timely, and hassle-free possession experience.
The ideal candidate should have strong communication and coordination skills, attention to detail, and practical experience in handling site visits, flat inspections, snag management, documentation, and possession handovers.
Key Responsibilities -
- Handle clients during scheduled site visits and address their queries professionally.
- Explain the possession and handover process to clients and provide necessary guidance.
- Coordinate with clients to schedule flat inspections and possession-related appointments.
- Ensure a positive and professional customer experience throughout the possession journey.
- Coordinate with Relationship Managers (RMs) to verify pending dues and payment clearance before scheduling possession.
- Ensure all financial and internal clearances are received before proceeding with possession.
- Follow up with concerned teams for any pending approvals or documentation.
- Verify pending dues/payment clearance with RM’s before scheduling possession
- Schedule flat inspection with client
- Inspect flat before possession (quality check, snag identification)
- Coordinate with engineering/technical team for snag rectification
- Re-inspect flat post snag rectification to confirm closure
- Coordinate with RM’s for handover-related documentation and updates
- Handover soft possession and final possession to client
- Facilitate handover of keys, welcome kit, and society/maintenance documents
- Take feedback from client on the overall journey
- Prepare possession reports (unit-wise status, pending/completed)
- Prepare and submit monthly reports
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer handling and relationship management skills.
- Good coordination and follow-up abilities.
- Strong attention to detail, particularly during flat inspections and snag identification.
- Ability to coordinate effectively with RMs, Engineering, Technical, Finance, and other internal teams.
- Good knowledge of MS Excel, Word, email, and basic MIS/reporting.
- Ability to manage multiple customers and possession activities simultaneously.
- Problem-solving and escalation-management skills.
- Professional, patient, and customer-centric approach.
- Ability to work at project sites and coordinate with customers in person.
Education & Experience -
Education: Graduate in any discipline. A degree/diploma in Business Administration, Management.
Experience: 2–5 years of relevant experience in:
- Real Estate CRM
- Possession & Handover
- Customer Relationship Management
- Residential Project Coordination
- Site/Customer Coordination
Candidates with experience in real estate possession and handover processes will be preferred.
Interested candidates can apply with their updated CV on [email protected]
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Flexible schedule
- Provident Fund
Work Location: In person
