CRM Executive

Role & Responsibilities :

1. Post-Booking Customer Onboarding :

• Receive intimation from the Sales Manager after receipt of token money/booking amount.
• Verify booking details including plot number, rate, area, and payment plan.
• Generate and send Welcome Letter to the customer confirming booking details and next steps.
• Coordinate with Sales, Accounts, and Legal teams for a seamless handover from booking to CRM stage.

2. Customer Data & Documentation :

• Create and maintain customer master data in the CRM system.
• Collect and verify KYC documents such as PAN, Aadhaar, Address Proof, Photograph, and Nominee details.
• Inform customers about mandatory documents required for Sale Agreement Registration.
• Forward verified KYC and booking details to the Legal Department for preparation of Sale Agreement.

3. Payment Schedule Management :

• Share the approved payment plan with customers post-booking.
• Send reminders for upcoming instalment dues and track payment status.
• Coordinate with the Accounts Department for confirmation of payments received.
• Issue receipts to customers and maintain up-to-date payment records in the CRM system.
• Escalate overdue payments to Sales Manager/CRM Head as per company policy.

4. Coordination for Agreement & Registration :

• Inform customers of the tentative registration date and time once eligibility criteria are met.
• Ensure all KYC and financial requirements are fulfilled prior to registration.
• Coordinate with Legal and Sales teams to prepare registration documents.
• Guide and assist customers during the registration process until completion.

5. Customer Communication & Relationship Management

• Act as the Single Point of Contact (SPOC) for all post-booking customer queries.
• Provide timely updates regarding project progress, approvals, and possession timelines.
• Handle customer grievances with professionalism and ensure prompt resolution.
• Maintain long-term relationships with customers to encourage referrals and repeat sales.

6. Reporting & MIS :

• Maintain CRM database for all bookings, payments, and registration details.

• Generate and share weekly/monthly MIS reports on:

• New bookings & welcome letters sent

• Pending KYC/documents
• Payment follow-up and dues
• Registrations completed/scheduled

Preferred candidate profile :

• Excellent communication and customer-handling skills
• Strong coordination and follow-up ability
• Working knowledge of CRM software/ERP
• Basic understanding of real estate documentation and registration process
• Proficiency in MS Office (Excel, Word, Outlook)