CRM Executive

We are looking for a proactive and customer-focused CRM Executive to manage customer relationships throughout the real estate sales and post-sales journey. The role involves handling customer queries, maintaining accurate CRM records, coordinating with internal teams, and ensuring a smooth and positive customer experience from booking through possession and beyond. Key Responsibilities Manage customer relationships from property enquiry and booking to possession and post-sales support. Maintain and regularly update customer information, interactions, follow-ups, bookings, payments, and documentation in the CRM system. Handle customer queries and complaints through phone, email, WhatsApp, and other communication channels. Coordinate with Sales, Pre-Sales, Accounts, Legal, Construction, and Customer Support teams to resolve customer issues. Provide customers with timely updates regarding project progress, payment schedules, documentation, possession, and other important milestones. Follow up with customers for pending documents, payments, agreements, registrations, and other required formalities. Prepare and share payment reminders, demand letters, receipts, statements of accounts, and other customer communications as required. Track customer requests and ensure that issues are resolved within defined turnaround times (TAT). Maintain accurate records of customer interactions, complaints, resolutions, and commitments. Monitor customer satisfaction and identify opportunities to improve the overall customer experience. Conduct regular follow-ups with customers to ensure smooth coordination throughout the property-buying process. Generate CRM reports related to customer complaints, pending activities, collections, bookings, cancellations, and other KPIs. Assist in organizing customer meetings, site visits, possession activities, handovers, and customer engagement events. Ensure compliance with company policies, processes, and applicable real estate regulations. Maintain confidentiality and accuracy of customer and project-related information. Required Skills & Qualifications Bachelor’s degree in Business Administration, Marketing, Commerce, or a related field. 2–4 years of experience in CRM, customer service, relationship management, or real estate. Prior experience in the real estate/property industry will be preferred. Good communication and interpersonal skills. Strong customer-handling and problem-solving abilities. Good knowledge of MS Excel, MS Office, email, and CRM software. Ability to manage multiple customers and tasks simultaneously. Strong follow-up, coordination, and documentation skills. Professional and customer-oriented approach. Good command of English and Hindi; knowledge of other regional languages can be an advantage.