Customer Relationship Executive

Job Description - CRM Executive Real Estate

Position Overview

The CRM Executive is responsible for managing end-to-end customer

relationship after booking Process until the completion of registration. This

role ensures a smooth customer journey by handling documentation,

communication, coordination with internal departments, and maintaining

accurate customer records in the ERP system.

Key Responsibilities

1. Post-Booking Customer Handling

• Collect booking forms and customer details from the Sales Team

immediately after the booking.

• Conduct welcome calls to customers and send personalized welcome

emails.

• Assist customers with any queries related to project information,

approvals, pricing, and layout details.

• Update all customer information and communication details in the

ERP/CRM tools accurately.

2. Customer Documentation & Verification

• Collect all KYC documents from customers as per company policy.

• Verify customer documentation and ensure completeness.

• Brief customers on project details and validate their understanding of

project specifications.

3. Collections & Financial Coordination

• Communicate the company’s collection timelines, procedures, and

payment schedules.

• Ensure customers make the 30% payment within 20 days as per

policy.

• Share legal books, documents, and relevant financial information with

customers.

• Coordinate with the Accounts and Finance department for timely

payment updates.

4. Legal & Agreement Coordination

• Address customer legal queries in coordination with the Legal Team.

• Initiate and follow up on the preparation and execution of the Sale

Agreement.

• Ensure customers understand all terms, conditions, and compliance

requirements.

5. Internal Coordination

• Work closely with internal teams such as Sales, Legal, Loan

Processing, and Registration departments.

• Coordinate loan documentation and ensure smooth processing with

banks/NBFCs.

• Support customers throughout the registration process acting as

Point of Contact to the Customers and Registration

6. Site Visit & Project Coordination

• Assist during project mega launches and customer site visits.

• Provide customers with clear details regarding other charges

(maintenance, registration fees and other Charges)

• Ensure customers receive accurate and timely project updates.

7. Customer Relationship Management

• Act as the first point of contact for customers from booking till

registration.

• Resolve customer issues promptly and escalate critical matters to the

concerned department.

• Maintain a high level of customer satisfaction and act as a trusted

relationship partner.

Skills & Qualifications

• Graduation and Post Graduation are Preferred.

• 1–4 years of experience in real estate CRM

• Strong communication and interpersonal skills.

• Proficiency in MS Office and CRM/ERP tools.

• Ability to handle customer queries professionally.

• Good coordination and follow-up skills.

• Knowledge of real estate documentation and legal processes.

Key Competencies

• Customer-centric approach

• Time management

• Problem-solving

• Attention to detail

• Cross-functional coordination

What We Offer

• Competitive salary with performance-based incentives.

• Professional growth opportunities within CRM, Sales, and Operations.

• Training and development programs to enhance real estate and

customer management skills.

• Supportive and collaborative work environment across departments.

• Exposure to large-scale plotted development projects and end-to-end

customer lifecycle management.