CRM Executive (Customer Support)

The CRM Executive is the customer's single point of contact from the day of purchase to move-in and post-possession support. You manage the full 16-step lifecycle: onboarding, documentation, payments, construction updates, queries, modifications, inspections, snag closure, key handover and the transfer to Facility Management. The goal is a smooth, transparent and timely experience for every homebuyer.

Key Responsibilities

Take over homebuyers from the Sales Team, collect their details and explain the CRM process.

Coordinate documentation, agreement preparation, registration and home loan paperwork with banks.

Track payment schedules, send demand reminders and work with Finance to issue receipts on time.

Share verified construction progress and milestone updates with customers.

Log, categorise and assign customer queries and complaints, and follow up until resolved.

Record civil modification requests and coordinate cost estimates, approvals, execution and quality checks.

Verify unit readiness with the project team and conduct pre-delivery inspections with customers.

Manage the snag list from logging to rectification, re-inspection and written customer sign-off.

Handle possession formalities and key handover, including the possession packet and signed acknowledgement.

Coordinate move-in with the facility team, transfer open issues to the helpdesk, and close the CRM record as “Lifecycle Completed”.

Required Qualifications

Bachelor's degree in any discipline (BBA, B.Com or Civil/Construction background preferred).

1 - 3 years in CRM, customer support or post-sales, ideally in real estate or construction. Strong freshers will also be considered.

Skills and Competencies

Excellent verbal and written communication in English, Kannada and/or Hindi.

Strong follow-up discipline and ownership: no query is left open.

Working knowledge of real estate documentation, payment schedules, home loans and RERA basics.

Ability to read basic construction checklists and understand snag types (civil, electrical, plumbing, finishing).

Proficiency with CRM software, Excel and Google Workspace or MS Office.

Strong coordination across Sales, Finance, Legal, Projects, Quality and Facility teams.

Patience, empathy and the ability to handle upset customers professionally.

Pay

₹20,000.00 - ₹30,000.00 per month

Experience

CRM software

3 years (Required)

Real estate documentation

3 years (Required)

customer support or post-sales: 3 years (Required)

Work Location

In person