Job Description

1. Role Overview

The CRM will be responsible for managing all customer interactions post-booking, ensuring smooth coordination between clients and internal teams (sales, engineering, accounts, legal), and delivering a high-quality customer experience throughout the entire home-buying journey--from booking to possession.

2. Key ResponsibilitiesA. Customer Onboarding & Documentation

Handle all formalities after booking: KYC, application forms, agreements, and payment schedules. Coordinate with the legal team for Agreement to Sale, Sale Deed, and registry-related processes. Ensure accurate documentation and maintain customer records in CRM software.

B. Customer Communication & Relationship Building

Serve as the single point of contact (SPOC) for all customer queries. Provide regular project updates, milestone completion reports, and possession timelines. Communicate delays, changes, or important notices transparently and professionally.

C. Payment Follow-ups & Financial Coordination

Share payment schedules and reminders as per construction-linked milestones. Coordinate with the accounts team on receipts, invoicing, GST, and NOCs. Assist customers with loan processing: bank coordination, disbursement follow-up, and document support.

D. Complaint & Grievance Handling

Log, track, and resolve customer complaints related to site issues, quality concerns, or service requests. Coordinate with engineering, maintenance, and site teams for quick resolution. Maintain a zero-pendency approach for customer grievances.

E. Possession & Handover

Prepare possession letters, welcome kits, and final settlement statements. Coordinate for registration, final payments, and unit handover. Ensure snagging (pre-possession inspection) is completed and issues are resolved.

F. Post-Possession Support

Support customers with society formation, utility connections, and maintenance queries. Manage loyalty programs, referral schemes, and client engagement activities.

3. Skills & Competencies Required

Excellent communication and interpersonal skills. Strong customer-first mindset and problem-solving ability. Familiarity with real estate documentation processes. Basic knowledge of MS Office, CRM tools, and email communication. Ability to manage pressure and handle multiple clients simultaneously. Ethical, transparent, and professional approach at all times.

4. Qualifications & Experience

Bachelor's degree (MBA preferred but not mandatory). 1-5 years of experience in CRM, sales coordination, or customer service (real estate experience is an advantage). Freshers with good communication skills may also be considered (for CRM Executive).

5. Reporting Structure

Reports to: CRM Manager / Sales Head / Project Director Works closely with: Sales, Accounts, Legal, Engineering, Maintenance Teams

6. Key Performance Indicators (KPIs)

Customer satisfaction score Turnaround time for query & complaint resolution Payment collection timelines Accuracy of documentation Possession completion and closure of snag issues CRM MIS reporting quality and punctuality

7. Ethical & Professional Expectations

Maintain strict confidentiality of customer information. Ensure all communication is transparent, honest, and aligned with company policies. Follow zero-tolerance standards for misinformation or false commitments. Uphold the company's reputation through professionalism and timely action.
Job Type: Full-time

Pay: ?25,000.00 - ?35,000.00 per month

Benefits:

Commuter assistance Food provided Internet reimbursement
Ability to commute/relocate:

Danapur, Patna, Bihar: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Have you worked in a real estate firm before?
Education:

Bachelor's (Preferred)
Experience:

Customer relationship management: 5 years (Required)
Work Location: In person