Assistant Manager - CRM

To support and manage the Customer Relationship Management (CRM) function by ensuring smooth coordination between customers, sales, legal, finance, and operations teams, delivering a positive customer experience from booking to handover and post-handover support.

Key ResponsibilitiesCustomer Relationship Management

• Act as a single point of contact for customers post-booking until possession and beyond.
• Handle customer queries, complaints, and requests in a timely and professional manner.
• Ensure high customer satisfaction through proactive communication and issue resolution.

Documentation & Coordination

• Coordinate with sales, legal, finance, and project teams for agreement execution, payment schedules, and approvals.
• Ensure accuracy and completeness of customer documentation including booking forms, agreements, and KYC records.
• Track and follow up on milestone-based payments and outstanding dues.

Process & System Management

• Maintain and update CRM systems with customer interactions, payment status, and service requests.
• Prepare CRM reports on collections, customer feedback, escalations, and resolution status.
• Support CRM Manager in implementing and improving CRM processes and SOPs.

Handover & Post-Sales Support

• Coordinate unit handover, snag list closure, and possession documentation.
• Assist customers during registration, loan coordination, and possession formalities.
• Manage post-handover service requests and ensure closure within defined timelines.

Team Support & Escalation Handling

• Guide CRM executives in handling customer communications and service standards.
• Handle escalated customer issues and coordinate internally for resolution.
• Ensure compliance with RERA guidelines and company policies.

Key Skills & Competencies

• Strong customer handling and communication skills
• Knowledge of real estate sales lifecycle and post-sales processes
• Proficiency in CRM software and MS Excel
• Problem-solving and conflict resolution abilities
• Attention to detail and documentation accuracy
• Ability to coordinate with multiple internal stakeholders

Educational Qualification

• Graduate in any discipline (MBA / PG preferred)

Experience

• 6-8 years of experience in CRM / Customer Support in real estate or construction industry
• Prior experience in post-sales CRM operations in Real Estate is mandatory

Job Type: Full-time

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Can you join immediately?
• What is your current gross salary per month?
• What is your expected gross salary per month?

Work Location: In person