Senior Executive - CRM

As a Senior Executive within the CRM function here at Nambiar Builders, the responsibility of this position is to ensure a smooth and professional customer journey from booking to handover, managing all customer interactions, addressing queries, coordinating documentation, payments follow-up, Final accounts reconciliation, Registrations and maintaining high customer satisfaction levels.

Key Responsibilities:

Customer Engagement & Support

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

Coordinate with customers on agreement signing, payment schedules, and other deliverables.

Handle incoming calls, emails, and visits related to customer queries and concerns.

Payments Follow-up & Documentation

Follow up with customers for timely payments as per the payment plan.

Coordinate with the accounts team for receipts.

Ensure all legal and registration documents are completed accurately and on time.

Coordination & Communication

Liaise with internal departments (Sales, Projects, Legal, Accounts) to resolve customer issues promptly.

Keep customers updated on project progress, milestones, and possession timelines.

Organize customer site visits, handovers, and Registration activities.

Customer Experience

Maintain high levels of customer satisfaction and build strong, long-term relationships.

Assist in handling customer complaints and ensure proper resolution within defined timelines.

Collect and analyze customer feedback to recommend improvements.

Reporting

Maintain updated records of all customer interactions, agreements, payments, and correspondences.

Prepare periodic MIS reports on collection status, pending payments, and customer issues.

Key Skills & Competencies:

Excellent verbal and written communication skills.

Strong interpersonal skills and customer service orientation.

Proficiency in CRM software / SAP systems.

Good negotiation and follow-up skills.

Attention to detail and problem-solving ability.

Ability to handle multiple clients and tasks simultaneously.

Qualification & Experience:

Graduate in Civil Engineering

45 years of experience in CRM within the real estate industry.