Post Sales Executive

5 hours 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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