Customer Relationship Management Executive

Diplomats Group India; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Diplomats Group India is seeking a CRM Executive to manage customer relationships and post-sales coordination for ongoing real estate projects from its Gurugram head office.

The ideal candidate will have excellent communication and organisational skills, with the ability to coordinate with customers, internal departments, banks and project-site teams to ensure a smooth customer experience.

Qualifications

• Bachelor’s degree in any discipline.
• Prior experience in CRM, customer service, client relations or post-sales coordination is preferred; real estate developer experience is a plus.
• Fluent English communication skills, both written and spoken, are essential.

Responsibilities

• Serve as the primary point of contact for customers after booking and throughout the customer lifecycle.
• Welcome new customers and explain payment schedules, documentation requirements, construction-linked plans and important project processes.
• Maintain accurate customer, unit, booking, payment and communication records in the CRM system.
• Prepare and issue welcome letters, payment reminders, demand letters, receipts, account statements and other customer correspondence.
• Follow up with customers for instalments and outstanding payments while maintaining professional relationships.
• Coordinate with the accounts team to reconcile customer payments, resolve payment discrepancies and update customer ledgers.
• Assist customers with home-loan documentation and coordinate with banks and financial institutions when required.
• Record customer requests, complaints and service issues, coordinate with the concerned department and follow through until closure.
• Coordinate with sales, construction, projects, finance, legal, marketing and facility-management teams to ensure a smooth customer experience.
• Schedule customer meetings, site visits, unit inspections, handovers and possession-related activities.
• Support pre-possession inspections, snag-list coordination, handover documentation and key handover.
• Assist customers with registration, possession, maintenance and other post-sales formalities.
• Maintain records of customer interactions, complaints, payment commitments and pending actions.
• Prepare regular management reports on collections, overdue payments, customer issues, documentation status, registrations and possessions.
• Gather customer feedback and recommend improvements to CRM processes and service quality.

Education

Bachelor’s degree in any discipline

Job description

Location:Diplomats Group Head Office, Gurugram

Diplomats Group is looking for a professional and customer-focused CRM Executive to manage customer relationships and post-sales coordination for its ongoing real estate projects.

The ideal candidate should have excellent communication and organisational skills and be comfortable coordinating with customers, internal departments, banks and project-site teams.

• Serve as the primary point of contact for customers after booking and throughout the customer lifecycle.
• Welcome new customers and explain payment schedules, documentation requirements, construction-linked plans and important project processes.
• Maintain accurate customer, unit, booking, payment and communication records in the CRM system.
• Prepare and issue welcome letters, payment reminders, demand letters, receipts, account statements and other customer correspondence.
• Follow up with customers for instalments and outstanding payments while maintaining professional relationships.
• Coordinate with the accounts team to reconcile customer payments, resolve payment discrepancies and update customer ledgers.
• Assist customers with home-loan documentation and coordinate with banks and financial institutions when required.
• Collect, verify and maintain booking forms, KYC documents, agreements and other customer records.
• Coordinate agreements, allotment documentation, registration and related formalities with the sales, accounts and legal teams.
• Provide customers with approved updates on construction progress, payment milestones, possession schedules and project developments.
• Respond promptly to customer enquiries received through calls, emails, messages and in-person meetings.
• Record customer requests, complaints and service issues, coordinate with the concerned department and follow through until closure.
• Coordinate with sales, construction, projects, finance, legal, marketing and facility-management teams to ensure a smooth customer experience.
• Schedule customer meetings, site visits, unit inspections, handovers and possession-related activities.
• Support pre-possession inspections, snag-list coordination, handover documentation and key handover.
• Assist customers with registration, possession, maintenance and other post-sales formalities.
• Maintain records of customer interactions, complaints, payment commitments and pending actions.
• Prepare regular management reports on collections, overdue payments, customer issues, documentation status, registrations and possessions.
• Gather customer feedback and recommend improvements to CRM processes and service quality.
• Maintain the confidentiality of customer information and follow company policies and applicable real estate requirements.

Candidate Profile

• Bachelor’s degree in any discipline is preferred.
• Prior experience in CRM, customer service, client relations or post-sales coordination is preferred; experience with a real estate developer will be an advantage.
• Fluent English communication skills, both written and spoken, are essential.
• Strong interpersonal, follow-up, coordination and problem-solving abilities.
• Professional and courteous approach when handling customers and sensitive concerns.
• Good working knowledge of MS Office, email communication, spreadsheets and CRM software.
• Ability to maintain accurate records, manage multiple customers and meet deadlines.
• Familiarity with real estate booking, collections, documentation, registration and possession processes will be preferred.