Customer Relationship Executive

Role & responsibilities

• Manage and maintain relationships with customers throughout the property buying journey.
• Handle customer queries related to bookings, payments, documentation, construction updates, possession, and handover.
• Coordinate with Sales, Accounts, Legal, Projects, and other internal teams to resolve customer requirements.
• Maintain accurate customer records, communication history, payment details, and documentation in the CRM system.
• Conduct regular follow-ups with customers regarding pending payments, documents, agreements, and other formalities.
• Coordinate the booking and post-sales process, including agreement execution, demand letters, payment receipts, and related documentation.
• Handle customer complaints and concerns professionally and ensure timely resolution.
• Provide customers with regular updates regarding project progress, construction status, possession schedules, and other relevant information.
• Coordinate property visits, site visits, possession-related activities, and customer meetings whenever required.
• Prepare and share customer statements, account details, receipts, and other documents as per company process.
• Monitor outstanding payments and coordinate with customers and the Accounts team for timely collections.
• Ensure timely and accurate updating of customer information in CRM/ERP systems.
• Maintain proper records of customer correspondence, commitments, complaints, and resolutions.
• Coordinate with internal departments to ensure smooth execution of post-sales activities.
• Assist in possession and handover processes, including documentation and customer coordination.
• Generate regular reports related to customer follow-ups, pending cases, collections, grievances, and closures.
• Ensure high standards of customer service and professional communication at all times.