Customer Relationship Manager - Real Estate

About the Role

We are seeking an experienced Customer Relationship Manager with close to 3 years in the real estate sector. The ideal candidate will have significant expertise in managing customer relationships throughout the entire lifecycle from booking to possession and beyond. This role demands strong skills in CRM, customer experience, escalation management, collections, customer retention, and coordinating possession and handover activities.

Key Responsibilities

• Oversee comprehensive customer relationship management for a portfolio exceeding 200 clients, serving as the primary point of contact from initial booking through possession and post-possession phases.
• Deliver outstanding customer experiences by maintaining proactive communication, nurturing relationships, and promptly resolving customer inquiries.
• Facilitate customer onboarding by guiding clients through payment plans, construction milestone schedules, home loan procedures, financing options, and company policies.
• Handle escalations, complaints, and service requests efficiently, ensuring resolutions within pre-established timelines.
• Collaborate with cross-functional teams including Sales, Finance, Legal, Projects, Construction, banking partners, and site staff to guarantee seamless service delivery and issue resolution.
• Drive collections efforts by monitoring payment schedules, following up on outstanding dues, and coordinating bank loan disbursements.
• Support customers with home loan documentation, financial coordination, and any payment-related queries.

Core Expertise & Competencies

• Customer Relationship Management (CRM)
• Customer Experience Management
• Customer Lifecycle and Booking-to-Possession Management
• Customer Onboarding and Retention Strategies
• Escalation and Complaint Resolution
• Collections and Payment Follow-up
• Home Loan Coordination and Documentation
• Property Transfer and Possession Handling
• Stakeholder and Vendor Management
• Cross-functional Team Coordination
• Process Improvement and MIS Reporting
• Conflict Resolution and Service Excellence
• Experience with High-Rise Residential Real Estate Operations
• Team Leadership and Mentoring

Eligibility Criteria

This position requires any graduate interested in a customer relationship management role within real estate.