Executive/ Sr. Executive (Customer Relationship Management)

Job Purpose : Responsible for Post sale activities , Agreement registration , Collection , Customer grievances handling CRM function , MIS handling , Team management , Handling co-ordination activities with internal & external stakeholders , Control and Review on System Input data , Customer grievances handling

Key Roles and Responsibilities:

Welcome Call and Onboarding:

1. Conduct welcome calls to new customers, introducing them to the company and the property they have purchased.

2. Provide a warm and friendly experience, addressing any initial queries or concerns.

3. Collect necessary information from customers, such as contact details and preferences, to update the CRM system.

Customer Relationship Management:

1. Manage customer interactions and relationships throughout the project lifecycle.

2. Ensure timely and effective communication with customers, addressing their queries and concerns promptly.

3. Coordinate with various internal teams, such as sales, marketing, construction, and customer service, to provide seamless customer experiences.

4. Update customer records and interactions in the CRM system, maintaining accurate and up-to-date information.

Progress Updates and Documentation:

1. Provide regular updates to customers regarding the progress of their property, including construction milestones, approvals, and timelines.

2. Document all relevant communications, agreements, and changes to customer requirements.

3. Collaborate with internal teams to ensure the delivery of promised amenities, features, and customization options.

Handover and Possession:

1. Coordinate the handover process, ensuring a smooth transition from construction completion to possession.

2. Arrange and conduct property inspections with customers, addressing any snags or issues.

3. Facilitate the necessary paperwork and legal formalities related to possession and transfer of ownership.

Collection and Payment Management:

1. Monitor and track customer payments, ensuring adherence to payment schedules.

2. Coordinate with the finance department to generate payment reminders and follow up on outstanding payments.

3. Address customer queries related to billing, payment plans, and financial aspects of the purchase.

Customer Satisfaction and Retention:

1. Proactively address customer concerns and complaints, working closely with customer service teams to provide timely resolutions.

2. Conduct customer satisfaction surveys and gather feedback to identify areas for improvement.

3. Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.

Education and Experience.

1. Post Graduate in Business management / Bachelors in any discipline.

2. 3+ years of experience in CRM, preferably in the real estate or construction industry.

3. Proficient in Microsoft Office, SAP and CRM software.

4. Ability to work independently.

5. Knowledge of real estate and construction industry trends and best practices.