Customer Care Management

Job Summary:

We are looking for an experienced and customer-focused Customer Relationship Management (CRM) to manage and enhance our client relationships throughout the real estate transaction process. The CRM will act as a key liaison between customers and internal teams, ensuring high levels of customer satisfaction, resolving issues promptly, and supporting sales conversions and after-sales service.

Key Responsibilities:

• Serve as the main point of contact for clients from booking to possession and post-possession.
• Build and maintain long-term relationships with customers to ensure repeat business and referrals.
• Ensure timely updates to customers regarding payment schedules, documentation, project progress, and handover timelines.
• Address and resolve customer concerns, complaints, and queries in a professional and timely manner.
• Coordinate with internal departments (sales, accounts, legal, and projects) to provide accurate information and seamless service to customers.
• Maintain detailed records of interactions, transactions, and follow-ups through CRM software.
• Support documentation, agreement execution, registration, and possession handover processes.
• Organize and manage customer site visits, walkthroughs, and handover events.
• Collect customer feedback and analyze it to recommend service improvements.
• Assist in collection follow-ups and ensure timely payments as per the agreed schedule.
• Manage customer loyalty programs and build strategies to improve satisfaction and engagement.