Team Recruit Consultancies
Website:
teamrecruit.in
Job details:
A Real Estate company is hiring for the profile of Customer Relationship Management.
Location: Gurgaon
Experience: 10+ years (Prior experience of working in Real Estate industry required)
Job Summary
This role manages both pre-sales and post-sales customer relationship activities within the organization. The position involves engaging prospective customers explaining premium amenities, and supporting the sales team in converting leads. Post-sales, the role focuses on maintaining strong customer relationships, handling documentation, collections, and ensuring a seamless customer journey from booking to possession.
Key Responsibilities
Pre-Sales Customer Engagement
• Act as the first point of interaction for prospective customers.
• Provide detailed walkthroughs of the project including premium amenities.
• Assist the sales team by explaining project highlights, lifestyle offerings, and community features to potential buyers.
• Ensure a premium customer experience during site visits.
• Capture visitor information, preferences, and feedback in the CRM system for lead tracking.
• Coordinate with the sales team to schedule follow-ups, meetings, and site visits for interested prospects.
Post-Sales Customer Relationship Management
• Act as the primary point of contact for customers after booking confirmation.
• Maintain regular communication with customers regarding project updates, construction progress, and important milestones.
• Address and resolve customer queries related to amenities, facilities, and project updates.
• Build strong long-term relationships with customers to enhance satisfaction and referrals.
Collections & Payment Coordination
• Manage collections according to the agreed payment schedule.
• Track payment dues and send reminders to customers.
• Coordinate with Finance and Accounts teams for payment reconciliation and receipt issuance.
• Prepare MIS reports on collections, pending dues, and defaulters.
• Assist customers with banking and payment-related queries.
CRM & Internal Coordination
• Maintain accurate and updated customer records in the CRM platform.
• Track the customer journey from initial visit to booking and post-possession.
• Coordinate with Sales, Legal, Accounts, and Project teams for smooth customer servicing.
• Ensure timely internal communication for documentation, approvals, and handover activities.
Documentation & Process Management
• Prepare and issue allotment letters to customers.
• Coordinate agreement execution and registration processes.
• Handle transfer or resale cases according to company policies.
• Assist in bank loan processing by coordinating with banks and customers.
• Manage possession scheduling, documentation verification, and final handover processes.
Customer Engagement
• Organize customer engagement initiatives such as handover events, community interactions, and experience centre activities.
• Encourage participation in events and community programs.
• Collect feedback from customers and coordinate with internal teams to improve the customer experience.
Reporting & Compliance
• Maintain detailed records of customer interactions, payments, agreements, and service requests.
• Prepare periodic reports on CRM activities, collections performance, and customer engagement metrics.
Key Skills & Competencies
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal abilities.
• Proficiency in MS Office and CRM systems such as Salesforce, Farvision, or SAP.
• Strong coordination and organizational abilities.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Understanding of real estate projects, amenities, and residential facilities is an advantage.
Key Attributes
• Customer-focused mindset.
• Professional and proactive attitude.
• Strong follow-up and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.
Click on Apply to know more.