CRM - DM (Real Estate)

Role & responsibilities

• 1. Manage customer relationships throughout the project lifecycle, ensuring timely communication, query resolution and customer satisfaction.
• 2. Handle customer interactions related to bookings, agreements, payments, possession, documentation and handover processes.
• 3. Coordinate with internal teams, including Sales, Accounts, Legal, Projects and Administration, to resolve customer queries and grievances within defined timelines.
• 4. Monitor customer complaints, service requests and escalations, ensuring proper tracking, follow-up and closure through CRM systems.
• 5. Maintain customer databases, MIS reports, feedback records and periodic dashboards to monitor service quality and customer satisfaction.
• 6. Support demand letters, payment follow-ups, outstanding dues coordination and customer account reconciliation with the Accounts team.
• 7. Coordinate property inspections, snag resolution, possession formalities and post-handover customer support.
• 8. Ensure compliance with company policies, customer service standards and applicable RERA requirements.

Required Experience & Skills:

• 5-8 years of experience in CRM operations within the real estate industry.
• Good understanding of customer lifecycle management and possession processes.
• Strong coordination, communication and grievance-handling skills.
• Working knowledge of CRM software, MS Excel and MIS reporting.