Job Description

Position:

After Sales Service Executive - Real Estate

Company:

Imperial Lifestyle Pvt. Ltd.

Department:

After Sales

Location:

Project Site / Head Office

Reporting To:

After Sales Manager / Credit Control Head

Role Summary

The After Sales Service Executive - Real Estate will be responsible for managing post-handover and post-possession customer services, ensuring timely resolution of customer concerns related to property, maintenance, documentation, and site-related issues. The role aims to enhance customer satisfaction, ensure smooth possession experience, and maintain long-term relationships with homeowners.

Key Responsibilities

Act as a single point of contact for customers after booking, agreement, possession, and handover stages. Handle customer complaints related to snag list, workmanship, fittings, civil works, electrical, plumbing, waterproofing, and finishing. Coordinate with site engineers, contractors, vendors, and maintenance teams for issue resolution. Prepare, track, and close snag lists within defined timelines. Schedule site visits, joint inspections, and follow-ups with customers. Assist customers with possession-related processes and handover documentation. Maintain records of complaints, service requests, rectifications, and closures. Ensure service commitments are met as per agreement terms and company standards. Handle escalations professionally and ensure customer satisfaction. Collect feedback post-closure and report recurring issues to management. Support customer retention and referral initiatives.

Required Skills & Competencies

Strong customer-handling and conflict-resolution skills. Sound understanding of real estate construction basics. Excellent coordination and follow-up abilities. Proficiency in MS Excel, CRM systems, and reporting. Professional communication (verbal & written). Ability to work at project sites and manage multiple cases.

Qualification & Experience

Graduate / Diploma (Civil Engineering preferred but not mandatory). 1-4 years of experience in after-sales service, Credit Control, or customer relations in

real estate / construction industry

. Experience in residential or commercial projects is an added advantage.

Working Conditions

Site-based role with regular interaction with customers. 6 days working (as per company policy). Flexible timings based on site and customer requirements.

Key Performance Indicators (KPIs)

Snag list closure TAT. Customer satisfaction score (CSAT). Number of repeat complaints. Timely coordination with site teams. Accuracy of documentation and reporting.
Job Types: Full-time, Permanent

Pay: ₹13,000.00 - ₹15,000.00 per month

Benefits:

Paid sick time
Work Location: In person