Manager

Smartworld Developers Pvt Ltd; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Smartworld Developers Pvt Ltd is seeking a proactive Real Estate CRM/Customer Services professional to manage front-end CRM and customer service operations across the full lifecycle from booking to possession.

The role emphasizes post-sales grievance handling, possession coordination, documentation, and ongoing customer relationship management to enhance service delivery and customer experience.

Qualifications

• Graduate/Postgraduate with 8-10 years of relevant experience in Real Estate CRM/Customer Services.
• Strong exposure to post-sales, grievance handling, possession, and customer relationship management.
• Good communication, coordination, problem-solving, and stakeholder management skills.

Responsibilities

• Manage front-end CRM and customer service operations across the customer lifecycle from booking to possession.
• Handle customer queries, grievances, escalations, and ensure timely resolution as per TATs.
• Coordinate with Sales, Finance, Legal, Projects, Collections, and Possession teams for customer-related matters.
• Manage possession, documentation, registration, handover, and post-sales activities.
• Maintain CRM records, MIS, customer feedback, and service performance reports.
• Drive improvements in customer experience and service delivery.

Skills

CRM

Customer service

Communication

Stakeholder management

Coordination

Problem-solving

Education

Graduate / Postgraduate

Job description

Role & responsibilities

• Manage front-end CRM and customer service operations across the customer lifecycle from booking to possession.
• Handle customer queries, grievances, escalations, and ensure timely resolution as per TATs.
• Coordinate with Sales, Finance, Legal, Projects, Collections, and Possession teams for customer-related matters.
• Manage possession, documentation, registration, handover, and post-sales activities.
• Maintain CRM records, MIS, customer feedback, and service performance reports.
• Drive improvements in customer experience and service delivery.

Preferred candidate profile

• Graduate/Postgraduate with 810 years of relevant experience in Real Estate CRM/Customer Services.
• Strong exposure to post-sales, grievance handling, possession, and customer relationship management.
• Good communication, coordination, problem-solving, and stakeholder management skills.