Customer Relationship Manager

Job Summary:

The Customer Relationship Manager (CRM) in the construction field is responsible for managing client relationships from booking to project handover and post-possession services. The role ensures high customer satisfaction, smooth communication between clients and internal teams, and timely resolution of customer queries.

Key Responsibilities:

1. Client Relationship Management

• Act as the primary point of contact for customers.

• Build and maintain strong, long-term client relationships.

• Provide regular updates regarding project progress.

2. Post-Sales Coordination

• Coordinate with sales, project, accounts, and legal teams.

• Ensure timely documentation (Agreement, Allotment Letter, Payment Receipts).

• Monitor payment schedules and follow up for dues.

3. Customer Communication

• Handle customer queries, complaints, and escalations.

• Maintain proper records of customer interactions.

• Organize customer meetings and site visits.

4. Project Handover & Possession

• Coordinate site inspections before handover.

• Ensure snag list clearance and final documentation.

• Manage possession process and customer satisfaction feedback.

5. MIS & Reporting

• Maintain CRM software data accurately.

• Prepare weekly/monthly customer status reports.

• Track customer satisfaction metrics.

6. Customer Retention & Referral

• Develop referral programs.

• Maintain post-possession engagement.

• Encourage repeat business and referrals.

Required Skills:

• Strong communication and interpersonal skills

• Good negotiation and conflict resolution ability

• Knowledge of construction process and real estate documentation

• CRM software knowledge (Salesforce / Zoho / ERP systems)

• MS Excel & reporting skills
  

  Qualifications:

  • Bachelor’s degree in Business Administration / Marketing / Commerce

  • 2–5 years experience in construction or real estate industry

  • Experience in handling residential/commercial project customers preferred

• It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.