CRM- Post Sales

Job Description: CRM Executive – Post Sales (Real Estate)

Position Overview

We are looking for a CRM Executive to oversee the end-to-end post-sales journey of homebuyers at Propacity. This role will ensure smooth customer experience from the moment of booking until possession, including documentation, payment milestones, coordination with developers, and customer query resolution. The ideal candidate will be detail-oriented, process-driven, and passionate about delivering a seamless and transparent customer experience in real estate.

Key Responsibilities

1. Customer Relationship Management

* Act as the single point of contact for customers after booking.

* Build and maintain strong relationships by ensuring timely updates, addressing concerns, and providing assistance throughout the post-sales journey.

* Ensure a positive customer experience to drive referrals, repeat business, and brand trust.

2. Documentation & Compliance

* Manage all post-sales documentation: booking forms, agreement to sell, sale deed, allotment letters, and registration.

* Coordinate with legal and finance teams for timely agreement execution, RERA compliance, and stamp duty/registration formalities.

* Maintain digital records of customer files for easy retrieval and audits.

3. Payment & Collections

* Track and manage payment schedules as per construction or milestone-linked plans.

* Send timely reminders to customers for due payments and coordinate with finance teams for reconciliations.

* Share demand letters and payment receipts, ensuring transparency and clarity.

4. Coordination with Developers & Internal Teams

* Work closely with developers to align on unit availability, construction updates, possession timelines, and handover formalities.

* Liaise with internal sales, finance, and legal teams to resolve customer issues quickly.

* Ensure customers are kept informed about project progress, delays, or changes.

5. Possession & Handover

* Manage the final handover process including no-dues certificates, registration, and possession documentation.

* Coordinate site visits, snag checks, and customer walkthroughs.

* Ensure smooth transition from "sold unit" to "occupied home."

6. Customer Service & Escalation Handling

* Maintain SLA-driven turnaround times for all customer queries.

* Handle escalations with empathy and provide structured resolutions.

* Conduct post-possession feedback surveys to improve experience delivery.

Key Skills ,Competencies & Required Qualification:

* Strong understanding of real estate post-sales processes (documentation, RERA, payment plans, possession).

* Excellent communication and relationship management skills.

* High attention to detail, process orientation, and organizational skills.

* Proficiency in CRM tools, MS Office/Google Sheets, and digital record management.

* Problem-solving mindset with ability to manage escalations calmly.

* Bachelor's degree in Business, Commerce, or related field.

* 2–6 years of experience in CRM/Post-Sales/Customer Service in real estate or related industries.

* Experience handling documentation, collections, and customer handovers preferred.

Performance Metrics (KPIs):

* Customer satisfaction (CSAT/NPS) post booking and possession.

* On-time documentation & registration completion.

* Timely collection of payments as per schedule.

* % of customer escalations resolved within SLA.

* Successful and smooth handover of units.

Interested Candidates can directly apply or mail your CV at huma.javed@propacity.in or reach out on 77579 93461/ 91560 29560.

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