Senior Customer Relationship Manager

Two7 Address Makers; Khordha; On-site; INR 6,75,000 - 9,00,000; Full time

Job summary

A leading real estate company in Khordha is seeking a Senior Customer Relationship Manager to oversee customer service operations for residential projects. The ideal candidate will manage the CRM team, enhance customer experience, ensure compliance with RERA, and resolve customer issues. The role requires a graduate or postgraduate in Business Administration or Marketing, along with knowledge of real estate operations and CRM tools.

Qualifications

• Must have knowledge of real estate operations and RERA processes.
• Experience in managing customer service teams is preferred.
• Proven ability to handle escalated customer queries and issue resolution.

Responsibilities

• Lead and guide the CRM team to ensure timely, professional communication with all customers.
• Oversee end-to-end post-sales processes, including agreements, registration, and handover.
• Manage customer payment follow-ups, coordinate with finance for receipts and reconciliations.
• Handle escalated customer queries and ensure prompt resolution.
• Liaise with sales, legal, and project teams to ensure smooth possession and customer satisfaction.
• Maintain and analyze MIS reports on collections, handovers, and feedback.
• Ensure compliance with RERA and company policies.

Skills

Customer relationship management

Team leadership

Communication skills

Problem-solving skills

Analytical skills

Education

Graduate/Postgraduate in Business Administration, Marketing, or related field

Tools

MS Office

CRM tools

Job description

Job Summary

We are seeking a Senior Customer Relationship Manager (Senior CRM) to lead our customer service operations for residential projects. The role involves managing the CRM team, ensuring a seamless customer experience from booking to possession, overseeing documentation, collections, and resolving customer issues efficiently.

Key Responsibilities

• Lead and guide the CRM team to ensure timely, professional communication with all customers.
• Oversee end-to-end post-sales processes, including agreements, registration, and handover.
• Manage customer payment follow-ups, coordinate with finance for receipts and reconciliations.
• Handle escalated customer queries and ensure prompt resolution.
• Liaise with sales, legal, and project teams to ensure smooth possession and customer satisfaction.
• Maintain and analyze MIS reports on collections, handovers, and feedback.
• Ensure compliance with RERA and company policies.

Requirements

• Graduate/Postgraduate in Business Administration, Marketing, or related field.
• Knowledge of real estate operations and RERA processes.
• Proficiency in MS Office and CRM tools.