CRM Assistant Manager / Senior Executive

Department: CRM Assistant Manager / Senior Executive Industry: Real Estate / Property Development Experience: 3 - 5 Years Location: 9th Floor, Plot No. 29, Sector 142, Noida, Uttar Pradesh 201305, India Employment Type: Full-Time Reporting To: CRM Manager / Head CRM
Job Summary
We are looking for a customer-focused and detail-oriented CRM Assistant / Senior Executive to manage customer relationships throughout the property buying journey, from booking to possession. The candidate will be responsible for maintaining customer records, coordinating with sales, accounts, legal, and project teams, handling customer queries, tracking payment schedules, and ensuring a smooth and satisfactory customer experience.
Key Responsibilities
1. Customer Relationship Management

• Manage customer communication and maintain strong relationships with property buyers.
• Handle customer queries, requests, complaints, and escalations professionally.
• Provide timely updates to customers regarding project progress, construction status, and possession schedules.
• Ensure timely follow-ups and resolution of customer concerns.

2. Booking & Documentation

• Coordinate with the sales team for new bookings and customer handovers to the CRM department.
• Maintain customer files, booking forms, allotment letters, agreements, and other relevant documents.
• Verify customer details and ensure proper documentation as per company policies.
• Maintain accurate and updated customer information in the CRM software.

3. Payment Follow-ups & Coordination

• Coordinate with the accounts and finance teams regarding customer payment schedules and outstanding dues.
• Send payment reminders and follow up with customers for pending instalments.
• Track payment receipts, outstanding amounts, and payment-related queries.
• Assist in resolving discrepancies related to customer accounts and payment records.

4. Interdepartmental Coordination

• Coordinate with sales, accounts, legal, construction, and possession teams to resolve customer issues.
• Track pending requests and ensure timely closure within defined timelines.
• Facilitate coordination for property registration, agreement execution, and possession formalities.
• Maintain records of customer commitments and ensure appropriate follow-up with concerned departments.

5. Possession & Post-Sales Support

• Assist in the preparation and coordination of possession-related documentation.
• Coordinate site visits, property inspections, snag-list resolution, and possession handovers.
• Support customers with registration formalities, utility connections, and other possession-related requirements, as applicable.
• Handle post-possession complaints and coordinate with the concerned teams for resolution.

6. MIS & Reporting

• Prepare daily, weekly, and monthly CRM reports.
• Maintain records of bookings, cancellations, customer requests, pending payments, complaints, and possession status.
• Track customer satisfaction, complaint resolution timelines, and pending activities.
• Maintain accurate data in CRM software and MS Excel for management reporting.

Required Qualifications & Skills

• Graduate in any discipline; a qualification in business administration or management will be an advantage.
• 3 - 5 years of experience in CRM, preferably in the real estate or property development industry.
• Good communication and customer-handling skills.
• Working knowledge of MS Excel, MS Office, and CRM software.
• Strong coordination, follow-up, documentation, and problem-solving skills.
• Ability to manage multiple customer requests and meet deadlines.
• A customer-centric attitude with strong attention to detail.

Key Competencies

• Customer relationship management
• Real estate post-sales coordination
• Payment follow-ups and documentation
• Complaint and escalation management
• Interdepartmental coordination
• MIS preparation and data management
• Time management and ownership

Key Performance Indicators (KPIs)

• Timely resolution of customer queries and complaints.
• Accuracy and completeness of customer records.
• Timely payment follow-ups and outstanding dues coordination.
• Completion of documentation within defined timelines.
• Customer satisfaction and service quality.
• Timely closure of possession-related activities.
• Accuracy and timely submission of CRM reports.

Preferred Candidate Profile
The ideal candidate should be organized, proactive, and capable of managing customer relationships professionally. Prior experience in a real estate developer company, particularly in post-sales CRM, payment coordination, documentation, and possession management, will be preferred.
How to Apply: Interested candidates may share their updated CV at [email removed] or [phone removed] .