Position Overview

We are seeking an experienced Customer Relationship Manager (CRM) to oversee and strengthen client engagement by building and maintaining long-term, trusting relationships. The role requires a proactive professional who can manage post-booking customer services, ensure timely collections, resolve client concerns, and coordinate across departments to deliver a seamless customer experience from booking to possession.

Key Responsibilities

Customer Engagement & Relationship Management

Build and preserve strong, trust-based relationships with customers.
Address customer queries, concerns, and requirements with professionalism and empathy.
Act as the primary liaison between customers and sales representatives.

Post-Booking Services & Possession Management

Manage customer interactions from booking until delivery/possession stage.
Ensure smooth possession processes by coordinating with the engineering and operations teams.
Handle possession-related formalities including clearance documentation.

Payment Collection & Documentation

Oversee collection of monthly instalments, dues, and payments linked to construction progress.
Issue demands, reminders, and penal notices as required.
Monitor collections across all projects and ensure timely updates.
Manage payment receipts, allotment letters, builder-buyer agreements, and related documentation.

Sales Documentation & Loan Coordination

Assist customers with loan processes and sales documentation.
Coordinate agreements, registrations, and legal formalities.
Prepare, execute, and arrange project agreements and sale registrations.

Customer Grievance Handling

Resolve issues related to payments, loans, unit customisation, and possession formalities.
Provide project information and construction updates upon customer request.
Ensure timely resolution of grievances to maintain customer satisfaction.

Qualifications & Skills

Proven experience in customer relationship management, preferably in real estate or related industries.
Strong communication, negotiation, and interpersonal skills.
Ability to manage collections and handle sensitive financial discussions diplomatically.
Excellent organisational skills with attention to detail in documentation and compliance.
Problem-solving mindset with the ability to resolve customer grievances effectively.
Proficiency in CRM tools, MS Office, and documentation processes.

What We Offer

A dynamic work environment with opportunities to engage directly with clients.
Exposure to end-to-end customer lifecycle management in real estate.
A chance to contribute to customer satisfaction and long-term brand loyalty.