Customer Relationship Management Consultant

As a CRM Executive, you will be the primary point of contact for our clients, nurturing relationships and ensuring high levels of satisfaction throughout the property buying lifecycle. You will utilize CRM software to track customer interactions, manage documentation, and coordinate with sales, legal, and finance teams to provide a transparent and efficient experience for the customer.

Key Responsibilities :

Customer Interaction :

Initiate contact with new customers through welcome calls and emails after booking.

Respond promptly and professionally to client inquiries, feedback, and complaints via phone, email, and in-person meetings.

Maintain regular and proactive communication with clients, providing timely updates on project construction progress, documentation, and payment schedules.

Documentation and Administration :

Maintain accurate and up-to-date client records in the CRM system, including booking forms, KYC details, and other essential documentation.

Assist in the preparation and coordination of legal documents such as sale agreements, builder-buyer agreements, and demand letters.

Track and follow up on client payments, generate receipts, and send timely payment reminders.

Post-Sales and Operations :

Handle all aspects of post-sales administration, including documentation for bank loans, legal formalities, and handover processes.

Coordinate with internal departments—including sales, legal, accounts, and project teams—to ensure seamless service delivery and prompt resolution of client issues.

Support customers through the possession process and ensure all fit-out formalities are completed to their satisfaction.

Database Management and Reporting :

Utilize the CRM platform to log all customer interactions and track the customer journey.

Prepare and generate daily, weekly, and monthly reports (MIS / DSR) on customer interactions, payment collections, and issue resolution.

Ensure data accuracy and integrity within the CRM system.

Customer Engagement and Retention :

Assist in planning and executing customer engagement activities, such as site visits and special events.

Support initiatives for upselling and cross-selling to existing customers by highlighting new properties or services.

Qualifications :

Bachelor of Business Administration (BBA) or a related field.

Prior internship experience in a customer-facing or real estate role is a plus.

Proficiency in MS Office, particularly Excel and Word, is essential.

Familiarity with CRM software (e.g., Salesforce, Zoho, etc.) is a plus but not mandatory.

Knowledge of real estate documentation and RERA guidelines is beneficial.

Skills and Attributes :

Exceptional Communication : Strong verbal and written communication skills in English and Hindi are essential for effective client interaction.

Customer-Centric Attitude : A genuine passion for customer service with a problem-solving mindset.

Organizational Skills : Excellent organizational, multitasking, and time-management abilities to handle multiple client tasks efficiently.

Detail-Oriented : A meticulous approach to managing data and documentation to ensure accuracy.

Team Player : The ability to collaborate effectively with cross-functional teams.

Professional Demeanor : Confident and professional in dealing with a range of stakeholders.