Customer Relationship Manager

Job Description – CRM / Facility Management Specialist

Industry: Real Estate & Construction
Location: Thane, Mumbai
Experience: 4+ Years
CTC: Up to ₹7 LPA
Gender: Male / Female
Employment Type: Full-Time

Job Summary

We are looking for an experienced CRM / Facility Management Specialist to manage the complete post-sales customer journey, including possession, handover, fit-out coordination, customer relationship management, and facility management across residential and commercial projects.

Key Responsibilities

Possession & Handover

• Manage the complete possession and handover process.

• Coordinate with customers for possession schedules, documentation, inspections and handover formalities.

• Coordinate pre-possession inspections and snagging.

• Work with Sales, CRM, Projects, Engineering, Accounts and Legal teams for smooth handover.

• Resolve customer queries and possession-related issues.

Fit-Out Coordination

• Coordinate customer fit-out activities after possession.

• Explain and implement project-specific fit-out guidelines.

• Coordinate with customers, contractors and vendors.

• Ensure fit-out activities comply with project guidelines, safety standards and timelines.

• Maintain fit-out permissions, approvals, deposits and documentation.

Customer Relationship Management

• Act as the primary contact for customers during the post-sales and possession stage.

• Handle customer queries, complaints and service requests.

• Maintain regular communication and provide timely updates.

• Maintain accurate customer records and update the CRM system.

Facility Management

• Coordinate with housekeeping, security, maintenance, MEP and technical teams.

• Monitor common area maintenance, cleanliness, security and facility operations.

• Coordinate with facility management vendors and monitor service quality.

• Address customer/occupant concerns related to common areas and facilities.

Documentation & MIS

• Maintain possession, handover, fit-out and complaint records.

• Prepare MIS and status reports.

• Track pending customer issues and ensure timely closure.

• Maintain necessary checklists, NOCs, approvals and project documentation.

Required Skills & Qualifications

• 4+ years of experience in Real Estate CRM, Post-Sales, Possession, Fit-Out Coordination or Facility Management.

• Experience with residential and/or commercial real estate projects preferred.

• Strong customer handling and relationship management skills.

• Excellent verbal and written communication.

• Strong coordination, follow-up and problem-solving abilities.

• Comfortable interacting directly with customers at project sites.

• Good knowledge of MS Office and CRM software.

• Experience in possession/handover and fit-out coordination will be an advantage.

Key Skills

Real Estate CRM | Post-Sales | Customer Relationship Management | Possession | Handover | Fit-Out Coordination | Facility Management | Customer Handling | Complaint Management | Vendor Coordination | MEP Coordination | MIS | CRM Software

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.