Crm Executive

Raunak Properties; Bidhannagar; On-site; INR 350,000 - 550,000; Full time

Job summary

Raunak Properties is seeking a Customer Relations professional to manage the end-to-end property-buying journey for buyers in India. The role requires coordinating with Sales, Accounts, Legal, Construction, and Operations to resolve issues, while maintaining CRM records and tracking payments, registrations, and documentation.

The candidate should handle inquiries through multiple channels, provide regular progress updates, and drive customer satisfaction and retention to foster referrals and

Qualifications

• Graduate in any discipline; MBA/PGDM in Marketing or related field is an advantage.
• 25 years of experience in CRM/customer relations, preferably in real estate, property development, banking, or financial services.
• Candidates with experience in real estate CRM, collections, registration, possession, or customer servicing will be preferred.

Responsibilities

• Manage customer relationships throughout the property-buying journey.
• Handle customer queries, complaints, requests, and escalations through phone, email, WhatsApp, and CRM systems.
• Maintain accurate and updated customer records in the CRM.
• Coordinate with the Sales, Accounts, Legal, Construction, and Operations teams to resolve customer issues.
• Track booking details, payment schedules, documentation, agreements, and other customer-related activities.
• Send payment reminders, demand letters, receipts, statements, and other relevant communications.
• Coordinate property registration, possession, handover, and documentation processes.
• Follow up on outstanding payments and coordinate with the accounts/finance team.
• Provide customers with regular updates regarding project progress, possession timelines, and other important developments.
• Monitor customer complaints and ensure timely closure within defined TATs.
• Maintain MIS reports on customer queries, collections, cancellations, registrations, possession, and complaints.
• Conduct customer satisfaction surveys and identify areas for improving customer experience.
• Maintain proper documentation and ensure compliance with company policies and applicable real-estate regulations.
• Build long-term relationships with customers and encourage referrals and repeat business.

Skills

Excellent communication

Customer-service orientation

Follow-up & coordination

Conflict resolution

CRM software

MS Excel

Documentation & reporting

Time-management

Education

Graduate in any discipline

MBA/PGDM in Marketing or related field (advantage)

Tools

CRM software

MS Excel

Job description

Key Responsibilities

• Manage customer relationships throughout the property-buying journey.
• Handle customer queries, complaints, requests, and escalations through phone, email, WhatsApp, and CRM systems.
• Maintain accurate and updated customer records in the CRM.
• Coordinate with the Sales, Accounts, Legal, Construction, and Operations teams to resolve customer issues.
• Track booking details, payment schedules, documentation, agreements, and other customer-related activities.
• Send payment reminders, demand letters, receipts, statements, and other relevant communications.
• Coordinate property registration, possession, handover, and documentation processes.
• Follow up on outstanding payments and coordinate with the accounts/finance team.
• Provide customers with regular updates regarding project progress, possession timelines, and other important developments.
• Monitor customer complaints and ensure timely closure within defined TATs.
• Maintain MIS reports on customer queries, collections, cancellations, registrations, possession, and complaints.
• Conduct customer satisfaction surveys and identify areas for improving customer experience.
• Maintain proper documentation and ensure compliance with company policies and applicable real-estate regulations.
• Build long-term relationships with customers and encourage referrals and repeat business.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer-service orientation.
• Good follow-up and coordination skills.
• Ability to handle difficult customers and resolve conflicts professionally.
• Working knowledge of CRM software and MS Excel.
• Good documentation and reporting skills.
• Strong organizational and time-management abilities.
• Knowledge of the real estate sales and post-sales process is preferred.

Qualification & Experience

• Graduate in any discipline; MBA/PGDM in Marketing or related field is an advantage.
• 25 years of experience in CRM/customer relations, preferably in real estate, property development, banking, or financial services.
• Candidates with experience in real estate CRM, collections, registration, possession, or customer servicing will be preferred.

Key Performance Indicators (KPIs)

• Customer query/complaint resolution TAT.
• Customer satisfaction and retention.
• Payment/collection follow-up efficiency.
• Registration and possession coordination.
• CRM data accuracy.
• Complaint closure percentage.
• Customer referral and repeat-business rate.