Crm Executive

Role Overview

The incumbent will be based at a GPL site office and will be responsible for managing the end-to-end customer experience post-booking. This is a customer-facing role at the heart of GPL's after-sales function ensuring homebuyers feel supported, informed, and valued throughout their journey with us.

What You Will Do

Customer Query & Complaint Redressal

• Handle customer queries and complaints received via phone, email, or walk-ins — ensuring timely, accurate, and high-quality resolutions in line with GPL's SOPs.
• Coordinate with internal teams — Finance, Facilities, and Legal — to resolve customer issues efficiently.
• Track all escalations and complaints to closure; ensure no query goes unresolved.
• Liaise with the Facilities team on snagging and de-snagging issues raised by customers.
• Surface recurring feedback to improve the quality of service delivered to customers.

Customer Collections

• Keep customers proactively informed on project milestones and upcoming payment obligations.
• Send pre-intimations and payment reminders for every milestone as per GPL's communication SOPs.
• Follow up on delayed payments through calls and written communication; raise escalations where required.
• Ensure all payment-related data is accurately updated in SFDC in coordination with the Finance team.
• Work with internal teams to streamline collections and minimise payment delays.

What We Are Looking For

Qualifications & Experience

• Graduate or Post Graduate in any discipline.
• 1 to 5 years of experience in customer relationship management, collections, or customer service.
• Prior experience in real estate or financial services is an advantage — not a requirement.

Skills

• Working knowledge of CRM systems (Salesforce or equivalent) and MS Office.
• Comfort with digital tools for tracking, reporting, and customer communication.

You Will Thrive in This Role If You

• Communicate with clarity, empathy, and professionalism across written and verbal channels.
• Take ownership of customer issues and follow through to resolution with a sense of accountability.
• Can influence and persuade effectively — driving timely outcomes while maintaining strong relationships.
• Are disciplined and detail-oriented in maintaining records, system updates, and documentation.
• Demonstrate resilience and composure when handling escalations or difficult customer interactions.