Telesales Customer Relationship Executive

Job Summary

We are seeking a customer-focused and detail-oriented CRM Executive to manage the post-sales customer journey in the real estate sector. The ideal candidate will ensure a seamless experience for homebuyers from booking to possession by coordinating with internal departments, addressing customer queries, managing documentation, and maintaining strong customer relationships throughout the lifecycle.

Key Responsibilities

• Serve as the primary point of contact for customers after the booking stage.

• Manage the complete post-sales process, including booking documentation, agreement execution, payment follow-ups, and possession coordination.

• Coordinate with Sales, Finance, Legal, Projects, and Accounts teams to ensure timely completion of customer deliverables.

• Track customer payment schedules and follow up for due installments in coordination with the Finance team.

• Assist customers with documentation related to home loans, agreement registration, allotment letters, NOCs, demand letters, and other statutory requirements.

• Address and resolve customer queries, concerns, and complaints within defined turnaround times.

• Maintain accurate customer records and update all interactions in the CRM system.

• Ensure timely communication regarding project milestones, construction updates, payment demands, registration schedules, and possession timelines.

• Coordinate property inspections, snagging activities, handover formalities, and possession documentation.

• Maintain service quality standards and ensure high levels of customer satisfaction.

• Generate MIS reports related to customer interactions, collections, escalations, and service requests.

• Support customer engagement initiatives, referral programs, and feedback collection activities.

• Ensure compliance with RERA guidelines and company policies throughout the customer lifecycle.

Required Qualifications

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

• MBA or equivalent qualification is preferred.

• 4–6 years of experience in CRM or customer service within the real estate industry.

• Experience handling post-sales customer lifecycle for residential or commercial projects.

Required Skills

• Strong customer relationship and communication skills.

• Excellent verbal and written communication.

• Good knowledge of real estate post-sales processes.

• Familiarity with RERA regulations and documentation.

• Proficiency in CRM software and Microsoft Office (Excel, Word, PowerPoint).

• Strong coordination and stakeholder management abilities.

• Problem-solving and conflict-resolution skills.

• Ability to manage multiple customers and deadlines simultaneously.

• High attention to detail and documentation accuracy.

• Professional, empathetic, and customer-centric approach.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score

• Customer Query Resolution Turnaround Time (TAT)

• Agreement Execution Timeliness

• Collection Follow-up Effectiveness

• Possession Handover Timeliness

• Escalation Resolution Rate

• CRM Data Accuracy

• Customer Retention and Referral Support

• It is a Full Time Telesales / Telemarketing job for candidates with 3 - 5 years of experience.