Job description
We are looking for a proactive and customer-focused Assistant Manager – CRM to manage the post-sales customer lifecycle and deliver an exceptional customer experience. The role involves handling customer communication, collections coordination, documentation, possession, registrations, complaint resolution, and CRM operations while coordinating with internal departments to ensure seamless service delivery. The candidate should possess strong knowledge of real estate post-sales processes, RERA compliance, and CRM best practices.
Job highlights
- Manage the complete post-sales customer journey from booking to possession and after-sales support for residential and commercial projects.
- This Profile requires Weekend working
Required Skills
- Strong knowledge of Customer Relationship Management (CRM), Post Sales Operations, Customer Service, Collections Coordination, Customer Engagement, Customer Retention, Complaint Resolution, Escalation Handling, Possession Management, Registration Process, Documentation, RERA Compliance, MIS Reporting, and Client Relationship Management.
- Hands-on experience with CRM software, ERP systems, MS Excel, and reporting tools.
- Excellent communication, interpersonal, coordination, and problem-solving skills.
- Ability to manage customer expectations and build long-term relationships.
- Strong organizational skills with the ability to manage multiple tasks and meet deadlines.
- Team-oriented approach with the ability to work across cross-functional departments.
Qualification
- Bachelor's Degree in Business Administration, Management, Marketing, Commerce, or a related field.
- MBA or equivalent qualification will be an added advantage.
Preferred Experience
- 5- 15 years of experience in CRM, Customer Service, or Post Sales within the Real Estate industry.
- Experience in Residential, Commercial, High-Rise, Township, or Mixed-Use Development projects.
- Exposure to customer collections, registrations, possession management, documentation, and RERA compliance is preferred.
- Experience in coordinating with cross-functional teams and handling customer escalations.
- Handle customer onboarding, welcome calls, agreement execution, payment schedules, demand letters, collections follow-up, possession, registrations, and property handovers.
- Coordinate with Sales, Finance, Legal, Projects, Engineering, Accounts, and Marketing teams to ensure timely customer service and issue resolution.
- Address customer queries, complaints, escalations, and service requests within defined turnaround timelines.
- Monitor customer satisfaction and ensure consistent delivery of high-quality customer service.
- Track customer payments, coordinate collections, and support revenue realization through timely follow-ups.
- Ensure compliance with RERA regulations, legal documentation, company policies, and statutory requirements.
- Maintain accurate customer records in CRM/ERP systems and prepare MIS reports, dashboards, and status updates.
- Support the CRM Manager in implementing CRM processes, service improvements, and customer engagement initiatives.
- Coordinate with registration authorities, legal teams, and customers for timely registrations and documentation.
Kindly share your CV on [email protected] or whatsapp at +91 86557 34022
Job Types: Full-time, Permanent
Pay: ₹40,000.00 - ₹55,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
