Homebuyer Experience Specialist

2 weeks ago

Noida, Uttar Pradesh, India beBeeRealEstate Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Overview

This role is responsible for overseeing the end-to-end customer experience of homebuyers from booking to possession. The ideal candidate will ensure seamless communication, timely documentation, and smooth payment milestones.

Key Responsibilities:
  • Customer Engagement:
    • Act as a single point of contact for customers post-booking.
    • Establish strong relationships through timely updates, addressing concerns, and providing assistance throughout the customer journey.
    • Ensure a positive customer experience to drive referrals, repeat business, and brand loyalty.
  • Documentation & Compliance:
    • Manage all post-sales documentation, including booking forms, sale deeds, allotment letters, and registration.
    • Coordinate with internal teams for timely agreement execution, RERA compliance, and stamp duty/registration formalities.
    • Maintain digital records of customer files for easy retrieval and audits.
  • 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 for transparency and clarity.
  • Project Coordination:
    • 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 promptly.
    • Keep customers informed about project progress, delays, or changes.
  • Possession & Handover:
    • Manage the final handover process, including no-dues certificates, registration, and possession documentation.
    • Coordinate site visits, snag checks, and customer walkthroughs.
    • Ensure a smooth transition from 'sold unit' to 'occupied home.'
  • Customer Service & Escalation Handling:
    • Maintain SLA-driven turnaround times for customer queries.
    • Handle escalations with empathy and provide structured resolutions.
    • Conduct post-possession feedback surveys to enhance customer satisfaction.
    Required Skills & Qualifications:
    • Deep 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 handle 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.

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