Customer Relationship Manager

Sunteck Realty; Mumbai Suburban; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Sunteck Realty is seeking a Relationship Manager CRM to drive the end-to-end customer lifecycle in real estate. You will ensure exceptional service from booking to possession, coordinate with legal, sales and finance teams, and maintain CRM records for accurate documentation.

The role emphasizes timely collections, loyalty initiatives, and building long-term customer relationships, with a focus on residential real estate customers in Mumbai.

Formación

• 3-4 years of CRM experience in real estate.
• Proficient in CRM software, MS Excel and MS Office.
• Strong verbal and written communication skills.
• Ability to manage multiple customers and priorities.

Responsabilidades

• Manage end-to-end customer lifecycle from booking to possession and beyond.
• Coordinate with Legal, Sales and Finance during registration.
• Maintain accurate customer documentation and CRM records.
• Drive on-time collections, loyalty and referrals.

Conocimientos

CRM software

Customer relationship management

Communication skills

Attention to detail

Educación

Bachelor's degree

Herramientas

Microsoft Excel

MS Office

Descripción del empleo

79 7792 4266Job Title: Relationship Manager CRM

Experience: 3-4 years of experience in Customer Relationship Management (CRM), preferably in the Real Estate industry

Job Summary

We are looking for a customer-focused and proactive Relationship Manager CRM to manage the end-to-end customer lifecycle in the real estate business. The ideal candidate will be responsible for delivering exceptional customer service from booking to possession and beyond, ensuring timely collections, documentation, home loan coordination, loyalty and referral generation, and maintaining strong customer relationships throughout the journey.

Key Responsibilities

Customer Service

• Deliver exceptional customer service through timely and professional communication.
• Respond promptly to customer emails, calls, and queries.
• Maintain accurate customer records and updates in the CRM system at all times.
• Ensure every customer is proactively contacted at least once every 7 days for updates or assistance.
• Manage walk-in customers and address their requirements efficiently.
• Demonstrate excellent verbal and written communication skills in all customer interactions.

Onboarding & Registration

• Conduct welcome calls and send welcome emails to newly booked customers.
• Guide customers through the onboarding process and documentation requirements.
• Coordinate stamp duty payment and property registration activities.
• Facilitate execution of indemnity documents and other legal formalities.
• Ensure smooth coordination with Legal, Sales, and Finance teams during registration.

Customer Sustenance

• Maintain complete and accurate customer documentation.
• Ensure all customer records are updated and compliant with company policies.
• Build long-term relationships through regular engagement and proactive support.
• Coordinate with internal departments to resolve customer concerns within defined timelines.

Possession Management

• Coordinate the possession process for eligible customers.
• Process and facilitate No Dues Certificate (NDC) requests.
• Schedule possession appointments in coordination with Projects, Operations, and Customers.
• Ensure all documentation and formalities are completed prior to possession.

Collection Management

• Send payment demand letters and reminders as per project payment schedules.
• Maintain complete accuracy of customer payment records.
• Conduct regular follow-ups with customers for timely collections.
• Coordinate with Finance to resolve payment-related discrepancies.
• Achieve monthly collection targets while maintaining a positive customer experience.

Loyalty & Referral

• Promote customer loyalty programs and encourage referrals from existing customers.
• Build lasting customer relationships that contribute to repeat business and referrals.
• Track and achieve assigned loyalty and referral targets.

Home Loan Coordination

• Coordinate with customers and banking partners for home loan processing.
• Assist customers with documentation required for loan approval and disbursement.
• Follow up on pending home loan cases to ensure timely processing.
• Support achievement of assigned home loan conversion targets.

Learning & Development

• Actively participate in training and skill development programs.
• Keep updated with company policies, CRM processes, and real estate regulations.
• Demonstrate continuous learning to improve customer handling and operational efficiency.

Behavioural Competencies

• Customer-centric approach
• Excellent communication and interpersonal skills
• Positive attitude and professional conduct
• Strong problem-solving and conflict resolution skills
• Ownership and accountability
• Team collaboration and cross-functional coordination
• Time management and organizational skills
• Adaptability and resilience

Attendance & Punctuality

• Maintain excellent attendance and adhere to company working hours.
• Demonstrate punctuality in customer interactions, meetings, and assigned tasks.
• Complete responsibilities within defined timelines and service standards.

Required Qualifications

• Bachelor's degree in any discipline.
• 3-4 years of experience in CRM, in the real estate sector.
• Good knowledge of the real estate customer lifecycle, registration, collections, and possession processes.
• Proficiency in CRM software, Microsoft Excel, and MS Office.
• Strong verbal and written communication skills.
• Ability to handle multiple customers and priorities simultaneously.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score
• Customer Connect Compliance (7-day interaction)
• Response Time for Calls & Emails
• Documentation Accuracy
• Registration & Onboarding Timeliness
• Collection Target Achievement
• Payment Follow-up Effectiveness
• Possession Handover Timeliness
• Loyalty & Referral Target Achievement
• Home Loan Conversion Target Achievement
• CRM Data Accuracy
• Attendance & Punctuality
• Training & Learning Compliance

Preferred Candidate Profile

• Experience in residential/commercial real estate CRM.
• Strong customer relationship and negotiation skills.
• Ability to work in a target-driven and customer-focused environment.
• High attention to detail with strong coordination and follow-up capabilities.
• Passionate about delivering exceptional customer experiences and building long-term relationships.