About This Role
Managing post-sales customer relationships and ensuring a smooth customer journey from booking through possession is the core of this CRM Manager role. The position involves acting as the primary point of contact for customers and coordinating with various internal and external stakeholders to address customer needs and concerns.
Responsibilities
- Manage customer relationships and provide end-to-end post-sales support from booking through possession
- Act as the primary point of contact for customers regarding payment schedules, loan sanctions, disbursements, documentation, and other post-sales requirements
- Coordinate with banks and financial institutions for loan processing, disbursements, and payment-related matters
- Maintain and manage the company's customer relationship portfolio and proactively engage with customers to strengthen customer experience and relationships
- Address customer queries and concerns promptly and provide appropriate solutions
- Send welcome communications to customers upon confirmation of booking
- Coordinate the preparation of agreements and ensure all details are thoroughly checked against the booking application before execution
- Coordinate stamp duty and registration processes with customers and relevant stakeholders
- Prepare and issue payment receipts, demand letters, and other customer-related documentation
- Follow up with customers and banks for timely payments and achieve assigned collection targets
- Coordinate with site engineers and other internal teams to address customer complaints, modifications, and site-related requirements, ensuring timely resolution
- Maintain regular communication with booked customers and keep them informed about relevant project and transaction updates
- Understand individual customer requirements and ensure a positive and seamless customer experience
- Handle customer complaints professionally and ensure timely and effective resolution
- Maintain accurate and up-to-date customer records, correspondence, and transaction-related documentation
Requirements
- 7 - 10 years of experience in Real Estate CRM / Customer Relationship / Post-Sales
- Prior experience in Real Estate CRM / Post-Sales CRM is a must
- Excellent verbal and written communication skills
- Strong interpersonal and customer relationship management skills
- Good understanding of real estate post-sales processes, including agreements, registration, collections, and home loans
- Strong coordination, follow-up, and problem-solving skills
- Ability to handle multiple customers and processes efficiently
- Proficiency in MS Office and CRM systems
