Executive - CRM

Godrej Properties; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

Godrej Properties in Mumbai seeks a customer-focused professional to manage the complete customer lifecycle from booking to possession for premium residential units. You will ensure seamless coordination across post-sales activities and deliver exceptional customer experience.

You will handle queries and escalations, coordinate with sales, legal, accounts, and projects, and drive timely handovers with a focus on high-net-worth clientele.

Qualifications

Responsibilities

• Manage the entire customer lifecycle from booking to possession for premium residential units.
• Serve as the primary point of contact for all customer queries, concerns, and escalations.
• Build long-term, trust-based relationships with high-net-worth customers.
• Handle agreement execution, registration coordination, demand letters, and payment follow-ups.
• Ensure timely collection of dues as per the payment schedule.
• Coordinate with internal teams (Sales, Legal, Accounts, Projects) for seamless execution of customer requests.
• Provide customers with regular construction updates and milestone communications.
• Assist customers with selections, changes, upgrades, and customization requests.
• Lead possession scheduling, documentation, and final unit handover process.
• Ensure snag-free delivery in coordination with the site team.
• Manage customer grievances professionally with quick turnaround time.
• Maintain high customer satisfaction scores and reduce escalations.

Job description

Customer Relationship Management

• Manage the entire customer lifecycle from booking to possession for premium residential units.
• Serve as the primary point of contact for all customer queries, concerns, and escalations.
• Build long-term, trust-based relationships with high-net-worth customers.

Post-Sales Operations

• Handle agreement execution, registration coordination, demand letters, and payment follow-ups.
• Ensure timely collection of dues as per the payment schedule.
• Coordinate with internal teams (Sales, Legal, Accounts, Projects) for seamless execution of customer requests.

Project Coordination

• Provide customers with regular construction updates and milestone communications.
• Assist customers with selections, changes, upgrades, and customization requests.

Possession & Handover

• Lead possession scheduling, documentation, and final unit handover process.
• Ensure snag-free delivery in coordination with the site team.

Customer Experience & Issue Resolution

• Manage customer grievances professionally with quick turnaround time.
• Maintain high customer satisfaction scores and reduce escalations.