CRM EXECUTIVE

Keka Inc.; Hyderabad; On-site; INR 420,000 - 540,000; Full time

Job summary

Keka Inc., Hyderabad, is seeking a Real Estate CRM / Post-Sales Specialist to manage the complete customer lifecycle from booking to possession and post-possession support. You will coordinate with Sales, Accounts, Legal, Banks/NBFCs and the Project team to ensure accurate handovers and timely documentation.

Responsibilities include handover verification, payment tracking, loan coordination, sale deed and registration support, site visits, and maintaining CRM records.

Qualifications

• 2-5 years' experience in Real Estate CRM / Post-Sales / Customer Relations; residential real estate preferred.
• Strong customer communication, follow-up, coordination and documentation skills.
• Good understanding of AOS, sale deed, registration, payment schedules and home-loan processes.
• Good knowledge of MS Excel / Google Sheets / CRM software and professional email/WhatsApp communication.
• Experience with reputed residential developers, banks/NBFCs and Telangana registration processes is preferred.
• Ability to independently manage customers from booking to possession.

Responsibilities

• Take complete handover from Sales after booking and verify booking/KYC/customer/unit details.
• Coordinate AOS preparation, customer review, corrections, approvals, execution and filing.
• Maintain payment schedules; track due dates, receipts and outstanding amounts.
• Coordinate with banks/NBFCs for loan processing, sanction, verification and disbursement.
• Act as primary post-booking contact; respond to queries promptly and professionally.
• Coordinate sale deed preparation, verification, registration appointment and required documentation.
• Track registration through successful completion.
• Coordinate final payment/no-dues, possession and handover.
• Handle complaints/service requests and coordinate resolution.

Skills

Customer communication

Follow-up

Coordination

Documentation

MS Excel / Sheets

Tools

CRM software

MS Excel

Google Sheets

Job description

Responsible for the complete post-sales customer lifecycle from booking through AOS, payment collection, home-loan coordination, sale deed, registration, possession and post-possession support. Acts as the primary customer contact and coordinates with Sales, Accounts, Legal, Project/Site, Banks/NBFCs and Management.

KEY RESPONSIBILITIES

1. Customer Handover & Documentation

• Take complete handover from Sales after booking and verify booking/KYC/customer/unit details.
• Maintain complete customer and unit-wise records and ensure all commitments are documented.
• Coordinate AOS preparation, customer review, corrections, approvals, execution and filing.
• Maintain and regularly update the AOS tracker.

3. Payment & Collection Follow-Up

• Maintain payment schedules; track due dates, receipts and outstanding amounts.
• Send reminders/demand letters, follow up on overdue payments and coordinate with Accounts.
• Escalate significant payment delays to Management.

4. Home Loan Coordination

• Coordinate with customers and banks/NBFCs for loan processing, sanction, legal/technical verification and disbursement.
• Track pending bank documentation and project documents required for disbursement.

5. Customer Relationship Management

• Act as primary post-booking contact; respond to queries promptly and professionally.
• Coordinate customer site visits, project updates and maintain communication history.

6. Customer Requirements / Customization

• Maintain unit-wise requirements tracker and coordinate only approved requirements with the Project/Site Team.
• Track completion and customer confirmation wherever required.
• Coordinate sale deed preparation, verification, registration appointment and required documentation.
• Track registration through successful completion.

8. Possession & Handover

• Coordinate final payment/no-dues, customer inspection, snag rectification and possession.
• Complete handover documentation, keys/access, parking details and applicable documents.

9. Post-Possession Support

• Handle complaints/service requests, coordinate resolution and maintain closure records.
• Coordinate cancellation, transfer, nominee change and refund requests as per company policy, approvals and applicable law.

KRA Responsibility

Customer Onboarding Complete and accurate customer handover after booking

AOS Timely preparation, execution and documentation

Collections Regular payment follow-up and reduction of overdue amounts

Loan Coordination Timely loan processing and disbursement follow-up

Customer Service Quick and professional response to customer queries

Documentation Accurate and updated customer records

Registration Timely sale deed/registration coordination

Customer Requirements Proper tracking and closure of approved requirements

Possession Smooth inspection, snag closure and handover

Complaints Timely resolution and documented closure

MIS Accurate and timely CRM reports and trackers

REQUIRED TRACKERS / MIS

• Customer Master, Booking Tracker, AOS Tracker, Payment/Collection & Outstanding Tracker.
• Home Loan, Customer Requirement, Site Visit, Sale Deed, Registration and Possession Trackers.
• Snag/Complaint, Cancellation/Refund and customer communication records.

CANDIDATE PROFILE

• 2-5 years' experience in Real Estate CRM / Post-Sales / Customer Relations; residential real estate preferred.
• Strong customer communication, follow-up, coordination and documentation skills.
• Good understanding of AOS, sale deed, registration, payment schedules and home-loan processes.
• Good knowledge of MS Excel / Google Sheets / CRM software and professional email/WhatsApp communication.
• Experience with reputed residential developers, banks/NBFCs and Telangana registration processes is preferred.
• Ability to independently manage customers from booking to possession.