TM- CRM (Front End)

Birla Estates; Thane; On-site; INR 350,000 - 650,000; Full time

Job summary

Birla Estates is seeking a CRM professional to manage end-to-end customer relationships, ensuring timely query resolution, and driving collections and registrations with superior service standards. The role emphasizes accurate customer profiling and collaboration with Sales, Legal, and Finance to deliver a seamless experience.

Prior Real Estate exposure, especially with land or plotted development, is preferred to enhance engagement and referrals.

Qualifications

• Experience handling customer queries within defined TATs.
• Knowledge of registrations, GST, TDS processes.
• Post-sales operations exposure in Real Estate is a plus.

Responsibilities

• Manage end-to-end customer relationship activities to ensure timely resolution of queries and complaints.
• Drive collections and registrations, maintaining service standards and customer satisfaction.
• Maintain detailed customer profiling to enable personalized engagement.
• Collaborate with Sales, Legal, and Finance for a seamless customer experience.
• Follow processes to ensure regulatory compliance and quality service delivery.
• Identify and implement loyalty initiatives and referral programs.
• Monitor adherence to internal policies and service benchmarks.

Skills

CRM experience

Customer service

Stakeholder coordination

Job description

Customer Relationship Management (CRM)

Role & responsibilities :

To manage end-to-end customer relationship activities by ensuring timely resolution of customer queries and complaints, driving collections and registrations, and delivering superior service standards that enhance customer satisfaction, loyalty, and referrals.

Preferred candidate profile

• Handle customer queries and complaints within defined TATs, ensuring effective resolution and high satisfaction levels.
  
• Proactively follow up with customers for timely collection of demand, interest, TDS, and GST.
  
• Coordinate and manage agreement registration processes, ensuring accuracy and regulatory compliance.
  
• Maintain detailed customer profiling to support personalized engagement and service delivery.
  
• Drive customer loyalty initiatives and referral lead generation programs.
  
• Ensure strict adherence to internal processes, policies, and service quality standards.
  
• Deliver consistent, high-quality customer service aligned with organizational benchmarks and expectations.
  
• Collaborate with internal stakeholders (Sales, Legal, Finance) to ensure seamless customer experience.

Preferred Experience

• Prior experience in the Real Estate industry.
  
• Exposure to Land / Plotted Development projects will be an added advantage.
  
• Experience in customer collections, registrations, and post-sales operations.