Job Description

The CRM Executive is responsible for conducting feedback calls with clients, understanding their concerns, documenting their requirements, and ensuring timely resolution through coordination with internal teams. This role focuses on delivering high-quality customer service, rebuilding client trust, reviving inactive clients, and improving overall customer satisfaction for the real estate firm.

The executive acts as a bridge between clients and the company--ensuring every customer feels valued, heard, and supported. This includes identifying pain points, providing solutions, and ensuring continuous follow-up until the client's issue is resolved.

This position is essential for maintaining long-term relationships, increasing client retention, and enhancing the brand's customer service experience.

Key Responsibilities1. Customer Feedback Calling

Conduct daily feedback calls with clients after site visits, inquiries, or interactions. Identify customer concerns, service gaps, or dissatisfaction points. Document feedback accurately and categorize issues (pricing, project details, service quality, delays, etc.).

2. Problem Resolution & Customer Support

Understand customers' requirements, challenges, and expectations clearly. Provide solutions on call or coordinate with the sales/CRM/operations team to address issues. Ensure all client concerns are acknowledged and resolved within company timelines. Keep clients updated on solution progress until closure.

3. Client Revival & Relationship Building

Reconnect with inactive, lost, or cold clients and identify reasons for disinterest. Rebuild rapport through polite communication and personalized support. Provide updated project information, offer benefits, or alternative property options based on their requirements. Aim to convert lost prospects back into active interest.

4. Documentation & CRM Updating

Update all feedback call details, issues, call outcomes, and next steps in the CRM. Maintain accurate logs of all client interactions and follow-up commitments. Ensure no feedback record is left incomplete or pending.

5. Coordination With Internal Teams

Share important customer issues with Sales Managers and CRM Heads. Follow up with the team to ensure commitments given to clients are fulfilled. Provide insights on frequent complaints or suggestions to improve services.

6. Customer Service Standards

Maintain excellent telephone etiquette, empathy, and problem-solving skills. Ensure every customer receives professional, respectful, and timely assistance. Maintain confidentiality and follow the company's service protocols.

7. Reporting

Prepare and send daily/weekly feedback reports to management. Highlight major issues, repeated complaints, and client sentiment trends. Suggest improvements in service delivery based on feedback analysis.

Job RequirementsEducation & Experience

Graduate preferred. Experience in customer service, feedback calling, or support roles (real estate experience is a plus). Freshers with strong communication skills may be considered.

Skills & Competencies

Excellent communication skills (English, Hindi, and regional language). High patience, empathy, and active listening abilities. Strong problem-solving and conflict-handling skills. Good CRM knowledge (training will be provided). Ability to multitask and manage follow-ups efficiently. Professional phone etiquette and a customer-first mindset.

Behavioral Requirements

Positive attitude, polite behavior, and a calm approach. Responsible, punctual, and disciplined. Ability to work under pressure and handle difficult clients. Willingness to learn and adapt continuously.

Technical Requirements

Basic knowledge of CRM systems, WhatsApp Business, emails, Excel. Smartphone required for communication.

Work Schedule

Timings:

10:00 AM to 7:00 PM

Weekly Off:

Monday

Work Type:

On-site, office-based role

Job Type: Full-time

Pay: ?25,000.00 - ?50,000.00 per month

Benefits:

Cell phone reimbursement
Work Location: In person