Customer Relationship Manager

## Job Summary

We are seeking a proactive and customer-focused Customer Relationship Manager (CRM) to manage end-to-end customer relationships throughout the real estate sales lifecycle. The ideal candidate should have strong knowledge of real estate documentation, legal verification, advocate coordination, banking procedures, and registration processes while ensuring exceptional customer service and timely transaction completion.

## Key Responsibilities

### Customer Relationship Management

• Act as the primary point of contact for customers from booking to property handover.

• Build and maintain long-term customer relationships by providing timely updates and support.

• Resolve customer queries, complaints, and service requests efficiently.

• Ensure high customer satisfaction through professional communication and follow-ups.

### Documentation & Legal Coordination

• Verify customer documents for accuracy and completeness.

• Coordinate with advocates for legal verification, title clearance, sale agreements, and registration documentation.

• Ensure all legal documents comply with company policies and statutory requirements.

• Maintain accurate records of customer agreements, legal approvals, and registration documents.

### Banking & Loan Coordination

• Coordinate with banks and financial institutions for home loan processing.

• Assist customers in completing loan documentation and disbursement formalities.

• Track loan approvals, sanctions, and disbursements.

• Liaise with relationship managers from banks to ensure timely processing.

### Registration & Compliance

• Coordinate property registration activities with customers, advocates, and registration authorities.

• Ensure stamp duty, registration charges, and statutory documents are completed on time.

• Monitor compliance with RERA and other applicable real estate regulations.

• Support internal audits by maintaining complete customer documentation.

### Customer Support & After-Sales Service

• Schedule site visits, registration appointments, and possession activities.

• Coordinate with internal departments such as Sales, Finance, Legal, and Projects.

• Provide post-sale support until property handover.

• Maintain CRM records and generate customer status reports.

## Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Law, or a related field.

• 3–7 years of experience in the real estate industry, preferably in CRM or customer service.

• Experience handling legal documentation and customer registration processes.

• Knowledge of banking and home loan procedures.

## Required Skills

• Strong customer relationship and communication skills.

• Sound knowledge of:

• Real estate documentation

• Property registration process

• Legal verification and documentation

• Advocate coordination

• Home loan and banking procedures

• Agreement drafting and execution

• Excellent negotiation and problem-solving skills.

• Strong organizational and documentation abilities.

• Proficiency in CRM software, Microsoft Excel, Word, and Outlook.

• Ability to manage multiple customers and deadlines simultaneously.

## Preferred Knowledge

• Real Estate laws and regulations.

• RERA compliance.

• Sale Agreement, Construction Agreement, and Sale Deed documentation.

• Encumbrance Certificate (EC), Patta, Chitta, FMB Sketch, and title verification.

• Loan documentation with leading banks and housing finance companies.

• Registration office procedures and documentation.

## Key Competencies

• Customer-Centric Approach

• Attention to Detail

• Legal & Documentation Knowledge

• Banking Coordination

• Team Collaboration

• Time Management

• Conflict Resolution

• Professional Communication

• Integrity & Confidentiality

## Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score

• Timely completion of documentation and registrations

• Home loan processing turnaround time

• Customer query resolution time

• Registration completion within committed timelines

• Documentation accuracy and compliance

• Customer retention and referral rate

This role is ideal for a professional who can seamlessly bridge customers, advocates, banks, and internal teams to ensure a smooth, compliant, and positive real estate purchase experience from booking through possession.

• It is a Full Time Sales / Business Development job for candidates with 3 - 6 years of experience.