Customer Relationship Management Executive

Job Title: CRM Executive

Location: Sarjapur, Bengaluru

Job Purpose:

To ensure a smooth and professional customer journey from booking to handover by managing customer interactions, addressing queries, coordinating with site teams, following up on payments, monitoring snag rectifications, overseeing the handover process, and maintaining high levels of customer satisfaction.

Key Responsibilities:

1. Customer Engagement & Support Act as the single point of contact for all customer queries post-booking. Coordinate with customers for agreement signing, payment schedules, and other deliverables. Handle incoming calls, emails, and visits related to customer queries and concerns. 2. Payments Follow-up & Documentation Follow up with customers to ensure timely payments as per the payment plan. Coordinate with the accounts team to ensure receipts are updated. Ensure all legal, registration, and documentation requirements are completed accurately and on time.

3. Coordination & Communication Liaise with internal departments (Sales, Projects, Accounts) to resolve customer issues promptly. Keep customers regularly updated on project progress, milestones, and possession timelines. Organize and coordinate customer site visits, handovers, and registration activities.

4. 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 analyse customer feedback and recommend improvements to processes.

5. Reporting & MIS Maintain up-to-date records of all customer interactions, agreements, payments, and correspondences. Prepare periodic MIS reports on collection status, pending payments, and customer concerns.

Key Skills & Competencies: Excellent verbal and written communication skills. Strong interpersonal skills with a customer service mindset. Proficiency in CRM software and SAP systems. Strong negotiation and follow-up skills. High attention to detail with good problem-solving abilities. 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.