Post Sales Executive

4 days ago

Gautam Budh Nagar, India Propacity Proptech Pvt. Ltd Full time

CRM Executive - Post Sales (Real Estate)

Position Overview

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
- 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.

**Qualifications**:

- 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.

Pay: ₹25,758.55 - ₹40,190.83 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Paid sick time
- Provident Fund

Work Location: In person

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