Roles & Responsibilities
1.Post-Booking FormalitiesConduct a welcome call/email upon booking confirmation. Verify KYC documents and collect the required customer details for the application/ERP update.Share the Customer ID, login credentials (if applicable), and the booking confirmation communication.Introduce yourself as the SPOC and brief the customer on the process, payment timelines, and the required documentation formalities.
2.Documentation StagePrepare the Allotment Letter and Agreements and ensure the documents are verified by respective Manages.Coordinate with the Internal Legal team for verification of Agreement draft and connect with the customer to ensure all documents are executed.Upload the draft documents in the ERP and inform the customer accordingly.Share the draft agreement with the customer for their review.Manage the complete agreement execution process, including government appointments, stamp duty, TDS confirmation, challan preparation, etc.Maintain a documentation tracker and ensure timely execution of all agreements.
3.Payment & Collection Management.Maintain the MIS for all customers, prepare the Statement of Account and cost breakup, and confirm whether the customer is opting for a loan or self-funding.Assist customers with loan processing and ensure a smooth, hassle-free experience.Issue demand letters as per construction milestones and the RERA schedule.Coordinate with banks to confirm loan disbursements.Follow up on payments with Customers, send reminders, and manage the collection of delayed interest wherever applicable.Calculate advance payments interest and delayed interest accurately.Coordinate with customers for loan sanction and prepare all bank-related documents within the TAT, followed by internal coordination for NOC issuance for bank disbursement.Record daily payments in the ERP and ensure receipts are shared with customers in a timely manner.
4.Registration StageEducate and brief customers about the registration procedure, documents required, timelines, and applicable charges (stamp duty, registration fee, TDS, etc.).Follow up and verify Form 16B (TDS) submitted by the customer, ensuring it is uploaded correctly and reconciled with total payable amount to enable smooth registration.Obtain customer consent and registration forms, ensuring they are duly filled, signed, and verified before scheduling the registration.Share the final Statement of Account with the customer for payment settlement and obtain Finance team clearance for registration.Coordinate with the Legal Team and ensure the sale deed is ready for RegistrationSchedule and confirm the registration appointment in coordination with the customer, legal team, registrar office (if applicable), and get final payment clearance from Accounts.Follow-up and Ensure the Registration documents are duly signed by our authorized Signatories.Coordinate with the customer/bank to arrange and share the Demand Draft (DD) details or online payment plan prior to registration day.Facilitate and assist the customer on the day of registration, ensuring a seamless experience until completion of the sale deed execution.Collect final post-registration documents from the advocate/registrar office and hand over the registered Sale Deed copy to the customer or bank (in case of loan), and update records in the CRM/ERP.
5.Customer Communication & Support Handle escalation queries related to booking, area clarifications, payments, possession timelines, and other customer concerns. Maintain service SLAs to ensure timely responses and effective resolutions.
Conduct site visits for milestone updates and project walkthroughs and share Project Progress Share regular construction updates with customers through email, WhatsApp, and ERP.
6.Data & ERP ManagementEnsure accurate data entry in CRM/ERP systemsMaintain customer logs, interaction records, and follow-up tasks.Prepare MIS reports for management on receivables, pending agreements, customer status, etc.
7.Possession & Handover ResponsibilitiesCoordinate issuance of Possession Notices as per the project completion timeline and ensure timely communication to customers along with OC/CC (Occupancy/Completion Certificate) documents, where applicable.Manage final settlement and collections, including:Final demand letter & delayed interest (if any)Clearances of pending duesCoordination with Finance for final ledger confirmationInitiation of Khata/Mutation/Bhoomi/Property ID process (as per state norms)Handover kit documentation checklist
8.Cross Functional Issue ResolutionCoordinate with internal teams to resolve customer concerns within defined timelines.Maintain structured records of commitments, customer decisions, and resolutionsCoordinate with Sales for booking confirmation & amendments. If anyCoordinate with Projects for milestone updates and snagging resolution.Follow-up and ensure the Agreements are duly signed by our authorized Signatores.Work with Finance for ledger/interest clarification and refunds.
Key Requirements
- Graduate degree in a relevant field.
- 1 to 3 years of experience in customer relationship management, preferably within real estate or other service intensive organizations.
- Strong communication, customer handling skills.
- Proven ability to manage escalations, collaborate across functions, and remain composed in high pressure situations.
- Strong documentation discipline, attention to detail, and process orientation.
- Proficiency in customer management systems and Microsoft Office tools
Why Join Bren?This role offers the opportunity to influence customer experience at a strategic level and contribute to the trust that defines Bren relationships. As Senior CRM Executive, you will play a significant role in elevating service quality through consistent delivery, mature customer handling, and strong partnership with internal teams.
Benefits:
- Food provided
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
