Key Responsibilities
1. Post-Sales & Documentation Management
Oversee the verification and processing of new customer bookings, ensuring completion of KYC compliance and accurate data entry into the CRM.
Manage the drafting, issuance, and execution of formal real estate documentation, including Allotment Letters, Builder-Buyer Agreements (BBA), assignment endorsements, and transfer documents.
Coordinate welcome calls and onboarding communications within defined service-level agreements (SLAs) to establish immediate, transparent relationships with buyers.
2. Collection & Financial Coordination
Monitor project construction milestones and coordinate with the engineering/projects team to trigger timely payment demands.
Oversee the issuance of demand letters, payment reminders, interest invoices, and official payment receipts to clients.
Partner closely with the finance and accounts teams to reconcile customer ledgers, manage taxation details (such as GST and TDS tracking), and evaluate legitimate waiver requests within authorized company limits.
3. Client Relationship & Handover Operations
Act as the primary escalation point for post-sales client queries, addressing concerns regarding payment schedules, project updates, and registry processes.
Manage the legal possession and fit-out workflow, ensuring seamless transition, registry coordination, and high customer satisfaction scores during final unit handover.
Identify opportunities for upselling and cross-selling additional inventories or maintenance services to the existing customer base.
4. CRM System Administration & Analytics
Act as the functional administrator for the company’s real estate ERP/CRM tool (e.g., Zoho CRM, Salesforce, or proprietary property tech).
Maintain zero-error data integrity across all digital files, customer interactions, and transaction histories.
Generate weekly and monthly Daily Status Reports (DSR) and Management Information System (MIS) reports highlighting collection progress, aging dues, and pipeline trends for senior leadership.
Skills & Qualifications
Technical & Functional Skills
Industry Expertise: Strong functional knowledge of real estate post-sales workflows, documentation pipelines, and RERA (Real Estate Regulatory Authority) compliance guidelines.
Software Proficiency: Hands-on experience with CRM systems and advanced proficiency in MS Excel (VLOOKUP, Pivot Tables, conditional formatting) for handling complex customer data trackers.
Financial Literacy: Solid understanding of real estate payment plans, demand generation workflows, interest calculations on delayed payments, and basic tax applications.
Education & Experience
Education: Bachelor’s degree in Business Administration, Commerce, Marketing, or a related field.
Experience: 3 to 6 years of dedicated customer relationship management experience, with a proven track record specifically within the real estate domain.
Soft Skills
Excellent written and verbal communication skills to manage high-net-worth individuals (HNIs) and corporate clients effectively.
Strong crisis management and conflict resolution capabilities to address customer grievances with empathy and objectivity.
Exceptional organizational skills with a disciplined approach to managing high volumes of document paperwork and rigid legal timelines.