Customer Support Sales Executive

Job description:

The Post-Sales Executive will manage the customer journey from booking confirmation until possession and handover. The role will ensure timely communication, documentation, payment coordination, query resolution, and a professional customer experience throughout the post-sales lifecycle.

KEY RESPONSIBILITIES

• Customer Onboarding - Welcome customers after booking and explain the complete post-sales process. - Share booking confirmation, payment schedule, documentation requirements, and key project information. - Maintain complete and updated customer records.

• Documentation and Agreement Coordination - Coordinate collection and verification of KYC and booking documents. - Support preparation and execution of Agreements for Sale, allotment letters, demand letters, and other customer documents. - Coordinate with the legal, accounts, sales, banking, and registration teams. - Track pending documentation and ensure timely closure.

• Payment and Collection Coordination - Inform customers about upcoming payment milestones and demand notices. - Follow up professionally for scheduled payments. - Coordinate with the Accounts Team for payment confirmation, receipts, TDS compliance, and customer ledger reconciliation. - Maintain an updated collection tracker and highlight overdue payments.

• Customer Communication - Act as the primary point of contact for customers after booking. - Provide regular project progress and payment-related updates. - Respond to customer queries within defined timelines. - Maintain records of all calls, emails, meetings, commitments, and resolutions.

• Loan and Banking Coordination - Assist customers with home-loan documentation and bank requirements. - Coordinate with approved banks, financial institutions, legal teams, and internal departments. - Track loan sanction and disbursement status.

• Possession and Handover - Coordinate possession documentation, final payment, registration, and handover activities. - Schedule customer inspections and coordinate closure of snagging observations with the Projects Team. - Ensure completion of possession checklists, handover documents, meter transfers, maintenance documentation, and key handover. - Obtain customer acknowledgement and feedback after possession.

• Complaint and Query Resolution - Record and track customer complaints until closure. - Coordinate with Sales, Accounts, Legal, Projects, and Facility Management teams for resolution. - Escalate unresolved or sensitive matters to the reporting manager. - Ensure that all commitments made to customers are documented and followed through.

• Reporting and System Management - Maintain accurate customer information in the CRM system and trackers. - Prepare daily and weekly reports covering: Documentation status; Agreement and registration status; Collection status

EDUCATIONAL QUALIFICATION

• Graduate in Business Administration, Commerce, Real Estate, Hospitality, or a related discipline. - Additional certification in CRM or customer service will be an advantage.
  

TECHNICAL SKILLS

• Strong verbal and written communication skills

• Customer-handling and relationship-management skills

• Knowledge of real estate documentation and payment processes

• Ability to coordinate across multiple departments

• Strong follow-up and problem-solving ability

• Proficiency in MS Excel, email communication, and CRM software

• Attention to detail and documentation accuracy

• Professional, patient, and service-oriented approach

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.