Executive - CRM

Satchmo Holdings limited; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Satchmo Holdings limited is seeking a CRM Executive to be the primary contact for customers after booking, ensuring a smooth experience through timely communications and accurate documentation. The role involves coordinating with Sales, Finance, and Legal teams to resolve issues and maintain clear records of progress.

You will also manage MIS trackers, update CRM records, and oversee documentation timelines, escalations, and registrations to support client satisfaction and project milestones.

Responsibilities

• Act as the first point of contact for customer queries post-booking.
• Proactively communicate with customers on payment schedules, project updates, and possession timelines.
• Handle customer escalations with empathy and professionalism, resolving issues within defined timelines.
• Conduct periodic check-ins with customers to ensure satisfaction and address concerns early.
• Collect, verify, and process customer documents required for booking, agreements, and registration.
• Coordinate with customers to ensure timely submission of KYC and other mandatory documents.
• Prepare and share booking confirmations, payment receipts, and agreement copies with customers.
• Maintain organized, up-to-date physical and digital records for each customer file.
• Guide customers through the agreement execution and registration process.
• Liaise with the Legal team to ensure documentation complies with requirements before customer sign-off.
• Track registration timelines and keep customers informed of status and next steps.
• Coordinate scheduling of appointments for document signing and registration.
• Maintain daily/weekly trackers of customer documentation status, pending KYC, and agreement/registration progress.
• Prepare periodic MIS reports on customer escalations, resolution turnaround time, and outstanding cases.
• Update and maintain accurate customer data in the CRM system for reporting purposesGenerate summary reports for management on registration timelines, possession schedules, and documentation gaps.
• Work closely with Sales, Finance, and Legal teams to resolve customer-related issues quickly.
• Escalate recurring issues or documentation gaps to management for process improvement.

Job description

CRM Executive will be the primary point of contact for customers post-booking, ensuring a smooth and transparent experience through timely communication, accurate documentation, and prompt resolution of queries. The role also requires maintaining MIS trackers and reports to give management visibility into customer documentation, escalations, and registration status.

Customer Interaction

• Act as the first point of contact for customer queries, concerns, and requests post-booking
• Communicate proactively with customers on payment schedules, project updates, and possession timelines
• Handle customer escalations with empathy and professionalism, resolving issues within defined timelines
• Conduct periodic check-ins with customers to ensure satisfaction and address concerns early

Documentation & Records

• Collect, verify, and process customer documents required for booking, agreements, and registration
• Coordinate with customers to ensure timely submission of KYC and other mandatory documents
• Prepare and share booking confirmations, payment receipts, and agreement copies with customers
• Maintain organized, up-to-date physical and digital records for each customer file

Agreement & Registration Support

• Guide customers through the agreement execution and registration process
• Liaise with the Legal team to ensure documentation complies with requirements before customer sign-off
• Track registration timelines and keep customers informed of status and next steps
• Coordinate scheduling of appointments for document signing and registration

MIS & Reporting

• Maintain daily/weekly trackers of customer documentation status, pending KYC, and agreement/registration progress
• Prepare periodic MIS reports on customer escalations, resolution turnaround time, and outstanding cases
• Update and maintain accurate customer data in the CRM system for reporting purposesGenerate summary reports for management on registration timelines, possession schedules, and documentation gaps

Coordination & Reporting

• Work closely with Sales, Finance, and Legal teams to resolve customer-related issues quickly
• Escalate recurring issues or documentation gaps to management for process improvement