About This Role
Managing the entire post-sales customer journey is the main focus of this role, including possession, handover, fit-out coordination, customer relationship management, and facility management across residential and commercial projects. This position suits an experienced professional in real estate CRM or facility management.
Responsibilities
- Manage the complete possession and handover process
- Coordinate with customers for possession schedules, documentation, inspections, and handover formalities
- Coordinate pre-possession inspections and snagging
- Work with Sales, CRM, Projects, Engineering, Accounts, and Legal teams for smooth handover
- Resolve customer queries and possession-related issues
- Coordinate customer fit-out activities after possession
- Explain and implement project-specific fit-out guidelines
- Coordinate with customers, contractors, and vendors
- Ensure fit-out activities comply with project guidelines, safety standards, and timelines
- Maintain fit-out permissions, approvals, deposits, and documentation
- Act as the primary contact for customers during the post-sales and possession stage
- Handle customer queries, complaints, and service requests
- Maintain regular communication and provide timely updates
- Maintain accurate customer records and update the CRM system
- Coordinate with housekeeping, security, maintenance, MEP, and technical teams
- Monitor common area maintenance, cleanliness, security, and facility operations
- Coordinate with facility management vendors and monitor service quality
- Address customer/occupant concerns related to common areas and facilities
- Maintain possession, handover, fit-out, and complaint records
- Prepare MIS and status reports
- Track pending customer issues and ensure timely closure
- Maintain necessary checklists, NOCs, approvals, and project documentation
Requirements
- 4+ years of experience in Real Estate CRM, Post-Sales, Possession, Fit-Out Coordination, or Facility Management
- Experience with residential and/or commercial real estate projects preferred
- Strong customer handling and relationship management skills
- Excellent verbal and written communication
- Strong coordination, follow-up, and problem-solving abilities
- Comfortable interacting directly with customers at project sites
- Good knowledge of MS Office and CRM software
- Experience in possession/handover and fit-out coordination will be an advantage
Important Details
