Customer Relationship Management Executive

Job Title: Customer Relationship Manager

Company Description: Realsta is a real estate investment and asset management company located in Gurugram. With approximately 400 crores in funds under advice and 1 lakh sq ft of assets under management, we focus on investing in real estate with a disciplined methodology. Our approach involves putting our own capital to work alongside our clients, aligning interests, and leveraging our operational expertise to drive success.

Purpose of the Position: The Customer Relationship Manager will be responsible for ensuring customer satisfaction through effective communication and resolution of queries. This role includes managing customer interactions via email and phone, coordinating with various departments, and meeting targets related to customer demands and payments.

Key Responsibilities:

• Respond to customer emails and ensure timely closure within the defined turnaround time (TAT)
• Address and resolve customer concerns through phone calls
• Follow up with customers regarding fresh and overdue demands for designated projects, meeting monthly targets
• Interact with bankers and financial institutions for updates related to loan cases
• Coordinate with channel partners to address their issues effectively
• Work collaboratively with internal departments (Sales, Legal, Projects, Accounts, Leasing, Facilities) to ensure timely responses to customer concerns
• Draft KYC documents and other project-related documentation as required

Maintain real-time updates on assigned projects, including:

• Project updates
• Customer concerns
• Accounting
• Leasing
• Legal cases
• Approvals
• Documentation compliance
• Communication with stakeholders

Stakeholders:

External: Customers, Channel Partners, Financial Institutions

Nature of Relationship: Interaction to ensure customer satisfaction, channel partner management, and timely collections. Frequency: Regularly.

Internal: Department Heads (Projects, Sales, CRM, Admin, Legal, Accounts & Finance, Taxation, Liaison, Marketing, Leasing) and Management Team

Nature of Relationship: Partner with departments to track and meet timelines. Frequency: Regularly/Frequently

Personal Profile:

Qualifications: Post Graduate / MBA

Key Competencies Required:

• Excellent communication and interpersonal skills
• Strong problem-solving and negotiation abilities
• Empathy and good listening skills
• High commercial and market awareness
• Proficiency in numbers and digital tools
• A go-getter attitude with smart planning and thinking skills

Relevant Experience: 2 to 4 years in customer relationship management, preferably in the real estate industry

Additional Qualifications:

• Analytical skills and expertise in customer retention
• Strong communication and customer experience skills
• Proven track record in customer relationship management
• Bachelor's degree in Business Administration or a relevant field is preferred