Customer Relationship Manager

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.