Customer Relationship Manager

Role & responsibilities

• Serve as the single point of contact for all customer queries post-booking.

• Maintain proactive and professional communication with customers through calls, emails, meetings, and digital platforms.

• Address and resolve client issues or concerns promptly and effectively.

• Coordinate all documentation processes Sale Agreements, Allotment Letters, Possession Letters, etc.

• Ensure timely collection of required KYC documents and compliance with RERA guidelines.

• Track and ensure timely milestone-based payments from customers.

• Generate and share payment reminders, receipts, and collection statements.

• Coordinate with accounts for reconciliation of customer payments.

• Plan and coordinate pre-handover site visits, inspections, and snag list resolutions.

• Manage possession formalities, customer walk-throughs, and key handover events.

• Maintain accurate customer records and lifecycle data in CRM tools (e.g., Salesforce, HubSpot, or in-house ERP).

• Prepare regular MIS reports, collection dashboards, and customer feedback summaries.

• Analyze trends and recommend process improvements for customer satisfaction.

• Cultivate long-term relationships with clients for referrals and repeat business.

• Coordinate post-handover support, warranty issues, and AMC (Annual Maintenance Contracts).

• Organize customer engagement programs, site events, and community-building activities.

Skills Required

• Excellent communication and interpersonal skills

• Strong understanding of premium real estate customer expectations

• Proficiency in CRM software, Excel, and document management tools

• Customer-centric attitude with problem-solving capability