CRM

THE GUARDIANS REAL ESTATE ADVISORY; Mumbai; Hybrid; INR 800,000 - 1,600,000; Full time

Job summary

The Guardians Real Estate Advisory in Mumbai is seeking a Team Leader for CRM to manage post-sales customer relationships and deliver seamless service. You will coordinate with Sales, Legal, Accounts, Projects, and Operations to ensure timely issue resolution and high customer satisfaction.

The role requires 2–4 years in CRM within real estate, strong communication skills, and proficiency with CRM systems and MS Office. Leadership capabilities and a customer-centric approach are essential.

Qualifications

• Bachelor's degree; MBA preferred.
• 2–4 years in CRM or post-sales in real estate.
• Strong understanding of real estate sales and post-sales processes.
• Excellent communication, interpersonal and problem-solving skills.
• Proficiency in CRM software and MS Office.

Responsibilities

• Ensure excellent customer service and timely resolution of queries.
• Handle post-sales interactions including booking, documentation, payments, and possession.
• Monitor grievances and resolve within defined timelines.
• Coordinate with Sales, Legal, Accounts, Projects, and Operations.
• Maintain accurate customer records and update CRM systems.
• Track satisfaction levels and implement experience-improving initiatives.
• Prepare periodic MIS reports and service performance metrics.
• Ensure compliance with company policies and RERA guidelines.
• Conduct team training, performance reviews, and mentoring.
• Manage escalations and build strong customer relationships.

Skills

CRM

Team Handling

Leadership

Post-Sales Operations

Customer Complaint Resolution

Documentation & Coordination

MIS Reporting

Customer Retention

Stakeholder Management

RERA Compliance

Education

Bachelor's degree; MBA preferred

Tools

CRM software

MS Office

Job description

Position: Team Leader Customer Relationship Management (CRM)

Department: CRM / Customer Service

Industry: Real Estate

Location: Mumbai

About the Role

We are seeking an experienced and customer-focused CRM to manage post-sales customer relationships .The ideal candidate will ensure seamless customer service, timely issue resolution, and effective coordination withinternal departments to enhance customer satisfaction throughout the customer lifecycle.

Key Responsibilities

• Part of the CRM team to ensure excellent customer service and timely resolution of customer queries.
• Handle post-sales customer interactions, including booking, documentation, payment follow-ups, and possession processes.
• Monitor customer grievances and ensure prompt resolution within defined timelines.
• Coordinate with Sales, Legal, Accounts, Projects, and Operations teams for smooth customer servicing.
• Maintain accurate customer records and update CRM systems regularly.
• Track customer satisfaction levels and implement initiatives to improve customer experience.
• Prepare and present periodic MIS reports, customer feedback reports, and service performance metrics.
• Ensure compliance with company policies, RERA guidelines, and customer service standards.
• Conduct team training, performance reviews, and mentoring to enhance productivity.
• Manage escalations and build strong relationships with customers to ensure a positive brand experience.

Desired Candidate Profile

• Bachelor's degree in any discipline; MBA preferred.
• 2- 4 years of experience in CRM, customer service, or post-sales operations within the real estate industry.
• Strong understanding of real estate sales and post-sales processes
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and MS Office applications.
• Ability to handle multiple stakeholders and work in a fast-paced environment.

Key Skills

• Customer Relationship Management (CRM)
• Team Handling & Leadership
• Post-Sales Operations
• Customer Complaint Resolution
• Documentation & Coordination
• MIS Reporting
• Customer Retention & Satisfaction
• Stakeholder Management
• Real Estate CRM
• RERA Compliance

About Us:

The Guardians mark the coming together of the best of minds from the Indian real estate industry, a set of professionals who have played diverse roles across their careers. Their collective experience spans over 7 decades and extends to a pan India portfolio of the best of both regional and national real estate brands. The team has till date sold over 210 lakhs sq. Ft. of carpet area in both residential and commercial real estate categories. Their success-proven over time has further accrued them incremental projects of 26,948 units i.e. worth INR 46,109 crores sold in last 8 years. The organization is today one of the leading real estate consultancies & advisory firms in the city and enduring relationships with a prestigious client portfolio of 97+ leading developers. With an enviable portfolio matched by very few of their competitors, The Guardians Real Estate Advisory today has evolved amongst the fastest-growing organizations in real estate.

Company InfoAddress:6TH FLOOR,Flat No.: 603, B & C WING C-66 G-BLOCK, Name Of Premises/Building: ONE BKC,Road/Street: JIO Trade Centre Road,,Nearby Landmark: D L Tanumal Pvt Ltd, MUMBAI, Maharashtra, India