Assistant Manager CRM

Mahindra Lifespaces; Mumbai; On-site; INR 350,000 - 600,000; Full time

Job summary

Mahindra Lifespaces is seeking a Customer Relations professional in Mumbai to manage calls, emails, and walk-ins while guiding customers through agreement registrations and related procedures.

The role involves coordinating stamp duty payments, scheduling registrations, and updating records in SFDC, ensuring timely completions and ongoing liaison with customers on project updates.

Qualifications

• 2-6 years of experience in a similar role within Real Estate.
• Strong understanding of customer handling, relationship management, and collections process.
• Ability to analyze data to identify trends and opportunities for growth.

Responsibilities

• Manage customer calls, emails, and walk-ins within the defined TAT.
• Explain agreements process and handle registration queries.
• Coordinate stamp duty payments and ensure timely registration.
• Liaise with registration consultants for scheduling and follow-up.
• Update SDR dates and challans in SFDC.
• Assist with cancellation retention and stamp duty payments.
• Make outbound calls for collections and relationship building.
• Hand over NOC/ROC, demand letters, and receipts to bankers/customers.
• Track disputes and update details in SFDC.
• Coordinate project visits and explain project details to customers.

Skills

Customer handling

Relationship management

Collections process

Data analysis

SFDC

Tools

SFDC

Job description

Roles and Responsibilities:

• a) Managing customer calls, Email response and walk ins. Completing the welcome calls within the TAT.
• b) Addressing queries related to Agreement Registration / Explaining procedure etc.
• c) Follow up for stamp duty and registration payments with the customers and ensuring the registration is completed within the due date.
• d) Co-ordination with the registration consultant for scheduling the registration and follow up for the registered agreement.
• e) Ensuring the SDR received date/ SDR challan dates are updated on SFDC.
• f) Retention of customers under cancellation, Assisting customer for Stamp Duty Payment.
• g) Outbound calls to the customers for Collection and Relationship building.
• h) Handing over hard copy of NOC/ROC, Demand Letter and Payment Receipt to Bankers / Customers.
• i) Handling the customers’ disputes and ensuring the details are tracked and updated in SFDC.
• j) Assisting existing customers for Sample flat visits and explain Project details.
• k) Coordination with Office Assistance for delivery of the agreements / Payment Collection pick-ups.
• l) Coordination with Back office to update the Collection and Possession dates on system.
• m) Updating the existing customers on the on-going projects on regular basis or any latest updates pertaining to real estate sector via Newsletters/emails.
• n) Responsible for all documentation, support and feedback information post sales from booking till the possession of property.
• o) Inter- departmental coordination with legal, projects, and accounts etc. on various matters.
• p) Accountable for customer wise review and update the comments regularly on SFDC.
• q) Follow up with the FM team for the flat readiness status. Following up with the customer for scheduling the possession
• r) Preparing the possession documents and ensuring the completion from the customer for possession related documents.
• s) Coordination for the customization of the flat between projects & customers (as per the policy).
• t) Arranging activities, events for the existing customers.

Job Requirements:

• 2-6 years of experience in a similar role within the Real Estate industry.
• Strong understanding of customer handling, relationship management, and collections process.
• Ability to analyze data to identify trends and opportunities for growth.