Department: Customer Relationship Management (CRM)
Location: Pune (All Areas)
Experience: 2–6 Years
Reports To: CRM Head
About REALO
REALO Property Solutions Pvt. Ltd. is a growing real estate solutions company focused on delivering seamless property experiences through transparency, trust, and customer-centric services. We are looking for a passionate CRM professional who can manage customer relationships and ensure a smooth journey from booking to possession.
About the Role
The CRM Manager will be responsible for managing the complete customer lifecycle and ensuring exceptional customer satisfaction. The role involves customer engagement, post-sales coordination, documentation management, payment tracking, possession support, and collaboration with internal teams to deliver a premium customer experience.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong relationships with customers throughout their property journey.
- Ensure personalized communication and timely follow-ups with customers.
- Plan customer engagement activities during key milestones such as booking, agreement signing, and possession.
- Conduct welcome calls and provide necessary information after booking.
Customer Support & Query Resolution
- Handle customer queries through calls, emails, and meetings.
- Resolve concerns related to booking, allotment, cancellation, transfers, registration, and possession.
- Coordinate with internal teams to provide quick and effective solutions.
- Manage escalations and ensure high customer satisfaction.
Post-Sales Operations
- Manage customer services from booking confirmation to possession.
- Coordinate documentation including KYC, agreements, payment receipts, demand letters, and possession documents.
- Maintain accurate customer records and ensure timely documentation completion.
- Support customers with loan documentation and related processes.
Payment & Possession Coordination
- Monitor customer payment schedules and coordinate collections.
- Ensure payment demands are aligned with project progress.
- Support smooth possession handover including final documentation and customer coordination.
MIS & Reporting
- Maintain CRM records and update customer data regularly.
- Prepare MIS reports, Daily Sales Reports (DSR), and performance reports.
- Analyze customer data to improve service quality and processes.
Team Coordination
- Coordinate with sales, accounts, and operations teams for smooth customer onboarding.
- Ensure proper communication between internal teams and customers.
- Support business growth through improved customer experience.
Required Skills & Qualifications
Education:
- Bachelor’s Degree in Business Administration, Marketing, or related fields.
Experience:
- Minimum 2+ years of experience in CRM or sales operations.
- Experience in the real estate industry preferred.
Age:
- Maximum up to 30 years.
Industry Knowledge:
- Understanding of real estate sales processes, customer lifecycle, possession procedures, and RERA guidelines.
Technical Skills:
- Proficiency in Microsoft Excel, Word, PowerPoint.
- Experience with CRM software and reporting tools.
Preferred Candidate Profile
- Strong customer relationship and communication skills.
- Excellent coordination and team management abilities.
- Analytical approach with attention to detail.
- Ability to manage multiple customers and deadlines.
- Knowledge of real estate documentation and processes.
- Ability to work in a fast-paced environment.
Why Join REALO?
At REALO, we believe in building careers along with successful real estate journeys. Join our growing team and get the opportunity to work in a dynamic environment with continuous learning, professional growth, performance-based rewards, and career advancement opportunities.
Grow With REALO. Build Your Future.