Job Summary
We are looking for a CRM Technical Executive to manage the technical aspects of customer handover and post-sales activities for residential and commercial real estate projects. The role involves coordinating with internal departments, ensuring quality compliance(snagging/desnagging check), resolving technical concerns raised by customers, and delivering a seamless possession experience.
Key Responsibilities
- Coordinate with Construction, Projects, MEP, Quality, Legal, Sales, and Customer Service teams to ensure timely project handovers.
- Conduct pre-handover inspections to identify and rectify construction defects.
- Address customer technical complaints related to civil, electrical, plumbing, painting, waterproofing, flooring, doors, windows, and other finishing works.
- Schedule and monitor snag rectification activities with contractors and engineering teams
- Ensure all units are handed over as per approved quality standards and timelines.
- Conduct customer walkthroughs and explain apartment/villa systems, MEP installations, and maintenance procedures.
- Track complaint resolution through CRM software and ensure closure within defined SLAs.
- Coordinate warranty and defect liability period (DLP) services.
- Maintain records of inspection reports, snag lists, handover documents, and customer communication.
- Support facility management teams during transition after project handover.
- Prepare MIS reports on customer complaints, technical issues, turnaround time (TAT), and project handover status.
- Recommend process improvements to enhance customer satisfaction and operational efficiency.
Required Skills
- Strong knowledge of civil finishing works, MEP systems, and building construction and Quality assurance policy
- Understanding of residential / plotted and commercial project handover processes.
- Ability to read architectural, structural, and MEP drawings.
- Knowledge of quality inspection and snag management.
- Strong coordination and stakeholder management skills.
- Excellent problem-solving and customer handling abilities.
- Good communication and interpersonal skills.
- Proficiency in MS Excel, MS Office, and Auto Cad.
Qualifications
- Education: B.E./B.Tech/Diploma in Civil Engineering.
- Experience: 3–8 years of experience in CRM Technical, Customer Handover, QA/QC, Site Execution, or Project Coordination within the real estate industry.
