Receive and manage leads generated through digital campaigns, job portals, walk-ins, or referrals.
Call and connect with potential customers within the defined turnaround time (TAT).
Understand customer needs, preferences, and budget to qualify the lead.
Classify leads as Hot / Warm / Cold and update the CRM system accordingly.
Ensure every inquiry is acknowledged, responded to, and tracked till handover to sales.
Achieve daily and weekly call targets as per the lead plan.
B. Customer Communication & Coordination
Communicate professionally with customers via phone, email, and WhatsApp to explain project features, amenities, pricing, and location advantages.
Build rapport with customers and maintain a positive first impression of the company.
Address basic customer queries regarding project details, payment plans, and availability.
Coordinate with Sales Executives for scheduling and confirming site visits.
Share brochures, project videos, and maps to ensure customers are well informed before the visit.
Follow up regularly with interested leads until they convert to site visits or bookings.
C. CRM Data Management & Reporting
Update all customer interactions, lead status, and feedback in the CRM on a real-time basis.
Ensure 100% accuracy of lead data (name, contact details, requirement type, and source).
Generate daily and weekly MIS reports on lead status, conversion ratio, and pending follow-ups.
Maintain dashboards for lead source performance and campaign effectiveness.
Ensure no lead leakage or untracked communication.
D. Coordination with Internal Teams
Work closely with Marketing to understand ongoing campaigns, offers, and project highlights.
Coordinate with the Sales team to hand over qualified leads with proper briefing and background.
Share real-time feedback from customers to Marketing for improving ad performance or message clarity.
Align with CRM/Documentation team for pre-booking support where necessary.
E. Performance & Target Achievement
Achieve weekly and monthly lead conversion targets (calls to visits, visits to bookings).
Maintain a high-quality customer interaction rate -- both in quantity and engagement.
Support sales closures by ensuring timely coordination and customer follow-ups.
Maintain conversion data (Calls ? Visits ? Bookings) for management analysis.
IV. PROFESSIONAL DEVELOPMENT
Self-Improvement:
Attend training on communication, negotiation, and CRM usage.
Stay updated on all project details, pricing changes, and competitor data.
Improve objection-handling and conversion skills through regular practice.
Team Learning:
Share lead feedback trends with marketing and sales teams.
Support new joiners with process knowledge and CRM training.
Participate in team review meetings and contribute ideas to improve lead flow.
VI. BEHAVIOUR AND PROFESSIONAL CONDUCT
Maintain a positive, courteous, and solution-oriented attitude while communicating with customers.
VII. TEAMWORK AND COLLABORATION
Coordinate seamlessly with the Sales team to ensure smooth lead handover and follow-ups.
Work with the Marketing team to share real-time feedback from prospects.
Support CRM and Documentation teams with necessary data and updates.
Maintain a collaborative attitude and contribute to team performance goals.
Follow company policies on communication tone, data privacy, and CRM usage.
Ensure punctuality, grooming, and professional appearance in all client-facing interactions.
Exhibit patience, empathy, and clarity when handling customer doubts.
VIII. QUALIFICATION & EXPERIENCE
Essential:
Bachelor's degree in Business Administration / Marketing / Commerce.
1-4 years of experience in Pre-Sales / Telecalling / Customer Relationship in Real Estate or related industry.
Excellent verbal communication and persuasion skills.
Proficiency in MS Excel, Google Sheets, and CRM software.
Desirable:
Fluency in Tamil and English (Hindi is an advantage).
Knowledge of real estate products, local market, and project pricing.