Senior Crm Executive

Aakar Realties; Pune District; Hybrid; INR 350,000 - 600,000; Full time

Job summary

Aakar Realties in Pune invites an experienced customer relations professional to manage the end-to-end customer lifecycle in residential real estate. You will serve as the primary contact for project queries, oversee agreements, registrations, and documentation, and ensure timely completion of possession activities with internal teams.

The role requires coordinating with banks for home loans, tracking payments, resolving escalations, and maintaining accurate CRM and MIS reporting to drive

Qualifications

• Experience in residential real estate operations and customer lifecycle management.
• Knowledge of Agreement for Sale and related documentation.
• Understanding of loan disbursement and GST concepts.
• Ability to coordinate with cross-functional teams (Sales, Legal, Accounts, Projects).

Responsibilities

• Manage customer relationships from booking to possession and post-possession.
• Act as the primary contact for project-related queries.
• Coordinate preparation and execution of sale agreements and registrations.
• Verify customer KYC, booking documents, payment schedules and agreement details.
• Monitor payment schedules and follow up on dues.
• Coordinate with banks for home-loan processing and disbursement.
• Oversee possession process and handover with internal teams.
• Handle post-possession requests and society formation matters.
• Maintain CRM data and prepare MIS reports.
• Cross-functional coordination with Sales, Accounts, Legal, Projects, and Facility Management.

Skills

Customer relationship management

Communication skills

Coordination

Real estate documentation

RERA/MahaRERA processes

Home loan knowledge

Accounts/ledger understanding

MS Excel / MIS

CRM software knowledge

Problem solving / escalation

Tools

CRM software

MS Excel

Job description

Role & responsibilities:

Key Responsibilities

• Manage customer relationships from booking to possession and post-possession.
• Act as the primary point of contact for customers regarding project-related queries.
• Maintain strong customer relationships and ensure a positive customer experience.
• Handle customer complaints, escalations and ensure timely resolution.

2. Agreement & Documentation

• Coordinate preparation and execution of Agreement for Sale, registration documents, supplementary agreements and other customer-related documentation.
• Verify customer KYC, booking documents, payment schedules and agreement details.
• Coordinate with legal, sales and documentation teams for timely agreement registration.
• Maintain proper records of registered agreements and pending documentation.

3. Payment & Collection Management

• Monitor customer payment schedules and outstanding receivables.
• Coordinate with customers for demand letters, payment reminders and overdue payments.
• Follow up for timely collection of installments, GST, registration charges and other applicable payments.
• Coordinate with the Accounts/Finance team for payment reconciliation and receipts.
• Handle queries related to outstanding amounts, demand letters and payment adjustments.

4. Home Loan & Bank Coordination

• Coordinate with customers, banks, financial institutions and internal teams for home-loan processing and disbursement.
• Follow up on sanction letters, loan documentation, APF-related requirements and disbursement.
• Coordinate for own contribution, GST and other requirements prior to loan disbursement.
• Resolve discrepancies between customer ledgers and bank disbursement statements.

5. Possession & Handover

• Coordinate the complete possession process from demand clearance to handover.
• Schedule customer appointments for possession and snag/inspection visits.
• Coordinate with Projects, Engineering, Accounts and Facility teams for smooth handover.
• Ensure possession documentation, NOCs, payment clearance and other formalities are completed.

6. Post-Sales / Post-Possession Support

• Handle customer requests related to possession, maintenance, society formation, property tax, amenities and other post-possession matters.
• Coordinate with Facility Management and Society/Committee members wherever required.
• Support resolution of defects/snags and customer service requests.
• Maintain proper records of complaints and their closure status.

7. Society Formation & Conveyance

• Coordinate with customers/committee members for society registration, conveyance and related documentation.
• Coordinate with legal consultants and internal departments for execution and registration of conveyance documents.
• Support society committee members and ensure timely completion of statutory/project-related formalities.

8. CRM MIS & Reporting

• Maintain accurate CRM data and customer records.
• Prepare MIS reports covering:
• Booking status
• Agreement registration
• Collections & outstanding
• Loan/disbursement status
• Possession status
• Customer complaints
• Cancellation/refund cases
• Pending documentation
• Track daily/weekly/monthly targets and pending activities.

9. Cross-Functional Coordination

Coordinate effectively with:

• Sales
• Accounts & Finance
• Legal
• Projects & Engineering
• Home Loan/Banking Team
• Facility Management
• Registration/Documentation Team
• Management

Key Skills Required

• Excellent customer handling and communication skills
• Strong follow-up and coordination ability
• Knowledge of real estate documentation and Agreement for Sale
• Understanding of RERA/MahaRERA processes
• Knowledge of home-loan and bank disbursement procedures
• Good understanding of collections and customer ledgers
• Strong MS Excel/MIS skills
• CRM software knowledge
• Problem-solving and escalation-management skills
• Ability to independently handle customers and internal stakeholders

KPIs / Performance Parameters

• Customer satisfaction and response time
• Agreement execution and registration TAT
• Collection efficiency
• Reduction in outstanding/overdue payments
• Loan disbursement coordination
• Possession/handover efficiency
• Complaint resolution TAT
• Documentation accuracy
• Customer retention and referral potential

MIS/reporting accuracy

Preferred candidate profile:

Residential real estate, customer lifecycle management, collections, agreements, home loans, possession and post-sales operations.