CRM Operations – Relationship Manager

Job Description

We are looking for a CRM Operations – Relationship Manager to manage post-sales customer relationships on behalf of leading real estate developers. The role is customer-facing and focuses on payment collections, issue resolution, and continuous customer engagement throughout the project lifecycle.

The Relationship Manager will act as the single point of contact for assigned customers and ensure smooth coordination between customers, developers, and internal teams.

Each Relationship Manager will handle a portfolio of approximately 250 customers.

Key Responsibilities

• Track and manage customer-wise payment plans shared by the Developer
• Send payment reminders at least 7 days prior to due dates
• Follow up with customers to ensure timely release of payments
• Handle customer queries related to construction updates, project timelines, and payments
• Resolve customer complaints and negative feedback within defined timelines
• Assist customers with documentation required for flat / commercial unit registration
• Maintain consistent customer engagement, including birthday wishes and milestone communications
• Coordinate with internal teams and developers for smooth issue resolution
• Use official SIM cards and company-provided mobile devices for all customer communication
• Update CRM systems accurately with all customer interactions and payment status

Key Performance Indicators (KPIs)

• Payment collection efficiency
• Timely follow-ups and communication adherence
• Issue resolution turnaround time (TAT)
• Overall customer satisfaction score

Required Skills & Qualifications

• Strong communication and interpersonal skills
• Experience in CRM, collections, or post-sales operations (Real Estate preferred)
• Ability to manage a large customer base efficiently
• Problem-solving mindset with a customer-first approach
• Comfortable working with CRM software and payment tracking systems
• High level of professionalism and accountability

Job Types: Full-time, Permanent

Pay: ₹17,475.26 - ₹22,100.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Life insurance
• Provident Fund

Work Location: In person