Customer Relationship Manager

Aparna Constructions And Estates; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Aparna Constructions And Estates is seeking an experienced professional focused on customer care and relationship management across ongoing real estate projects. You will drive value through customization, ensure regulatory compliance, and supervise modifications, snags, and handovers to maintain project integrity.

The role requires 10–15 years in Real Estate customer care, strong communication in English (Telugu/Hindi preferred), and the ability to lead teams, analyze data, and deliver reports

Qualifications

• Educational Qualification: B.Tech/BE with Civil specialization or MBA.
• 10–15 years of experience in Real Estate customer care or related roles.
• Fluent in English; Telugu and Hindi preferred for communication with stakeholders.

Responsibilities

• Create excellent customer experience and maintain brand value across projects.
• Drive revenue via customization and ensure compliance with Govt & legal requirements (RERA).
• Coordinate with project teams to address modifications and ensure timely execution.
• Manage parking, snags, and handover processes with proper documentation.
• Prepare reports, maintain project data, and support ethical work culture.

Skills

Customer Care

Communication

Negotiation

Data Analysis

Team Leadership

Education

B.Tech / BE Civil

MBA

Tools

Microsoft Office

PowerPoint

Job description

The role focuses on ensuring excellent customer service, revenue generation through customization, and compliance with legal regulations. Responsibilities include managing project modifications, addressing snags, overseeing parking allocation, and maintaining transparent operations. Additionally, the position involves preparing reports, maintaining project data, and fostering an ethical work environment.

External InterfacesInternal Interfaces

• Customers
• APMS
• PMC
• Engineering (Construction Management)
• MEP
• Finance
• Client Relationship (Sales Admin)

Job RequirementsEducational QualificationB.Tech /BE with a specialization in Civil Engineering or MBA.

Relevant Experience10 - 15 years exp in Real Estate in customer careKey Behaviours

• Customer Communication (Communication in English,Telugu and Hindi Preferred)
• Knowledge of customer service principles and practices
• Excellent listening skills
• Attention to detail
• Great negotiation and problem-solving skills
• Teamwork and ability to work under pressure

Knowledge/ Technical Skills

• Knowledge of Microsoft Office
• Experience in collecting and analysing data
• Excellent PowerPoint skills
• Strong aptitude

Roles and Responsibilities:1. Operations

• Ensure to create Customer Experience and Service to upkeep the brand value across all the projects.
• Value Added Revenue Generation for the company via Customizations.
• Must be well-versed with Govt & Legal RERA and Civil related issues and the market information.
• Ensure the costing details provided to the customers are in line with the business/process guidelines before submitting them to the customer/ project manager for execution of works.
• Coordinate with the project teams and to ensure the modifications requested by the customers are attended and completed as per the timelines.
• Ensure all the snags including common area snags are addressed before handing over the key to the customer.
• Responsible for customer communication after completion of desnaging or once the apartment is ready for interiors/Pooja and collect the final dues from the customers.
• Responsible for Parking Management and its issues, collecting feedback from traffic consultants and project teams for necessary changes.
• Preparation of Caution Deposit Refund Statements and ensure that it has been captured as per company policy.
• Ensure to maintain the handing over of data of all the projects and provide those details to APMS team on monthly basis for raising the maintenance invoice.
• Responsible for allocating parking bays in consultation with project team and minimize the escalations from customers and the data must be shared with APMS team for their records.
• Responsible for monitoring day-to-day operations of each site and coordinate with Site Managers and ensure hassle-free operations.
• Ensure an ethical and transparent working culture among the team members.
• Prepare Reports & Project updates and share it with HO/Sales Admin team for further processing.

2. Customer Relationship

• Actively engage with customers to address concerns, inquiries, or escalations related to snags/modifications or project progress.
• Personally intervene to resolve the customer issues, demonstrating a commitment to customer satisfaction.
• Conduct regular site visits to assess project progress and identify any factors impacting timely completion.
• Collaborate with internal stakeholders and external partners to resolve issues efficiently and maintain positive customer relationships.
• Maintain a customer-centric approach, striving to exceed customer expectations and deliver

exceptional service at every touchpoint.

• Uphold high standards of professionalism and integrity in all interactions with customers, colleagues, and stakeholders, fostering trust and confidence in the company's brand and reputation.
• Ensure smooth flat handing over process with all the necessary documentation in coordination with internal stakeholders.

3. Processes

• Drive change by implementing new systems while ensuring existing work is not hampered.
• Bring in best practices into Customer Care from industry and help Aparna become a leader in customer centricity.

4. People & Team Management

• Foster a culture of teamwork and collaboration within the Customer Support Management team, promoting open communication and knowledge-sharing.
• Provide training and guidance to team members on project processes, responsibilities, and best practices.
• Lead by example in demonstrating proactive problem-solving, effective communication,

and a strong work ethic.