Customer Relationship Manager

Justo Realfintech Private Limited; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

Justo Realfintech Private Limited in Pune (All Areas) seeks a CRM Manager with 2–6 years of experience to oversee the full customer lifecycle from onboarding to post-possession services, ensuring high service quality and timely billing.

Build relationships, execute onboarding moments, resolve queries, coordinate with sales, and ensure documentation accuracy including KYC and possession letters. Strong Excel/CRM skills are essential.

Qualifications

• Age: Max upto 30 years.
• Educational Qualifications: Bachelor’s Degree in Business Administration, Marketing, or related fields.
• Experience: 2+ years in CRM or sales operations from real estate.
• Industry Knowledge: Real estate lifecycle, sales processes, possession procedures, regulatory requirements.
• Competencies: Familiarity with real estate financing processes and documentation.
• Technical Proficiency: Microsoft Excel, PowerPoint, CRM systems and reporting tools.

Responsibilities

• Build and maintain relationships with the assigned customer base, ensuring consistent engagement throughout the lifecycle.
• Plan and execute onboarding moments at significant stages like onboarding, agreement signing, and handover of possession.
• Resolve customer queries via calls, emails, and face-to-face meetings.
• Assist customers with processes like loan documentation, flat allotments and deed transfers.
• Handle escalations and provide resolutions to ensure customer retention.
• Maintain MIS with accurate customer data and generate leadership reports.

Skills

Analytical mindset

Multitasking

Customer lifecycle

Education

Bachelor’s Degree in Business Administration, Marketing, or related fields

Tools

CRM systems

Microsoft Excel

PowerPoint

Job description

Established in August 2019, JUSTO is a dynamic real estate solutions company driving innovation and growth. With a robust team of over 500 professionals, we empower developers to transform their vision into reality. Our tailored strategies maximize value for both developers and end-users. Our proven track record includes delivering over 9,000 units, generating sales exceeding Rs. 6,000 crores. Currently executing projects worth Rs. 3,500 crores, with a promising pipeline of Rs. 17,000 crores, we’re rapidly expanding our footprint across Mumbai, Navi Mumbai, Pune, Bhubaneswar, Kolhapur, Aurangabad, and Nashik. Our approach is rooted in three core principles: providing expert Advice, we help Create innovative products, and Nurture long-term partnerships. This, combined with our unique blend of technology and personalized service, positions JUSTO as a leading offline-to-online real estate platform.

Job Title: Asst Manager / Manager

Job Role: CRM

Location: Pune (All Areas)

Experience: Minimum 2-6 years

Reports to: CRM Head

About the Role:

The CRM (Customer Relationship Management) Manager will play a pivotal role in ensuring superior customer satisfaction through proactive engagement and seamless coordination. This role focuses on managing the complete customer lifecycle, from onboarding to post-possession services, while maintaining high service quality standards and ensuring adherence to company policies and ensuring billing to be raised on time along with disbursements.

Key Responsibilities:

Customer Engagement & Relationship Management

Build and maintain strong relationships with the assigned customer base, ensuring consistent and personalized engagement throughout the customer lifecycle.

Plan and execute "wow moments" at significant stages like onboarding, agreement signing, and handover of possession.

Conduct welcome calls and emails within 24 hours of booking to provide booking-related information and gather feedback.

Customer Service & Query Resolution

Resolve customer queries and issues promptly via calls, emails, and face-to-face meetings.

Address concerns related to cancellations, transfers, allotments, and registration processes, ensuring 100% customer satisfaction.

Assist customers with processes like loan documentation, flat allotments and deed transfers.

Handle escalations and provide adequate resolutions to ensure customer retention.

Operational Excellence

Manage all post-booking customer services, from demand generation and cheque validation to documentation and possession.

Ensure accurate and timely completion of customer documentation, including KYC, Builder-Buyer Agreements, payment receipts, and possession letters.

Format, issue, and manage customer documents like demand letters, credit notes, and transfer forms.

Maintain organized records of all customer-related files and documents.

MIS Management & Reporting

Maintain and update the MIS system with accurate customer data, tracking all critical touchpoints.

Prepare company MIS, DSR (Daily Sales Report), and final work reports for leadership review.

Analyze data to identify process improvements and enhance service delivery.

Work closely with internal teams, including sales and other operational teams, to ensure a smooth customer experience.

Coordinate with sales teams to ensure accurate and timely bookings and customer onboarding.

Payment & Possession Management

Monitor payment collection and ensure demands align with construction progress (As per the payment schedule)

Facilitate possession processes, including final fit-outs and handovers, while maintaining customer satisfaction.

Required Skills and Qualifications:

Age: Max upto 30 years

Educational Qualifications: Bachelor’s Degree in Business Administration, Marketing, or related fields.

Experience: 2+ years in CRM or sales operations from real estate.

Industry Knowledge: Strong understanding of the real estate industry, including customer lifecycle, sales processes, possession procedures, and regulatory requirements.

Competencies: Familiarity with real estate financing processes, such as home loans and documentation.

Technical Proficiency: Microsoft Excel, PowerPoint, CRM systems and relevant software for reporting and presentations.

Preferred candidate profile:

• Analytical mindset with attention to detail.
• Familiarity with local, state, and federal real estate laws and regulations (RERA).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to manage multiple transactions and deadlines under pressure.

Why Join Us?

Join our team for unparalleled opportunities to contribute to a rapidly expanding organization. As we scale, you'll have the chance to make a significant impact and grow alongside us. We offer a competitive salary along with attractive incentives to reward your hard work and dedication. We provide ample opportunities for professional growth and career advancement. With our supportive environment and ongoing training programs, you'll have the chance to expand your skills and reach new heights in your career.

A JOURNEY OF THOUSAND MILES STARTS WITH A SINGLE STEP !