Customer Relationship Manager

Job Title: Customer Relationship Manager
Department: Customer Relations / Sales Support / Collections
Location: Banjarahills
Reporting to: CEO
Industry Focus: Real Estate | Construction | Infrastructure
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Job Purpose:
To manage customer relationships while ensuring timely collection of dues, handling customer queries, and coordinating across departments for a smooth experience from booking to possession. This role is critical to maintaining healthy cash flows through proactive follow-up, escalations, and relationship-driven collections.
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Key Responsibilities:
1. Customer Relationship Management
• Act as the single point of contact for customers from booking to possession.
• Build and maintain positive relationships with clients through clear and timely communication.
• Address all customer concerns related to project progress, payments, documentation, and possession timelines.
2. Dues & Payment Collection
• Track payment schedules for all allotted units and ensure timely collections as per milestone-linked plans.
• Follow up regularly via calls, emails, and visits (if needed) for payment reminders.
• Coordinate with finance for issuing payment receipts, invoices, and escalation of delayed payments.
3. Documentation & Agreements
• Ensure proper collection of KYC, loan documents, and execution of Sale Agreements, Allotment Letters, etc.
• Coordinate with legal and accounts teams for registration and final documentation.
4. Internal Coordination
• Liaise with Sales, Projects, Finance, and Legal teams to address and resolve customer issues.
• Provide accurate payment status and customer feedback to management.
5. Possession & Handing Over
• Ensure customers complete all dues and formalities prior to possession.
• Manage final documentation, key handover, and coordination with project and facility teams.
6. Reporting & MIS
• Maintain detailed logs of communications, collections, and outstanding dues.
• Generate regular reports on receivables, follow-up status, defaulters, and recovery progress.
• Support finance in reconciliation of customer accounts.
7. Recovery & Dispute Resolution
• Handle escalations from defaulters with diplomacy and firmness.
• Engage with customers to understand delays and offer suitable resolution mechanisms (within company policy).
• Assist in legal recovery processes if required.
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Qualifications:
• Graduate / Post-Graduate in Business Administration, Finance, or equivalent.
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Experience:
• 5–10 years of experience in customer service and collections in the real estate, construction, or infrastructure sectors.
• Prior experience managing high-value customers and milestone-based payment structures is preferred.
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Key Skills & Competencies:
• Strong interpersonal and negotiation skills
• Assertive and tactful communication
• Experience in collections and recovery
• Customer-first mindset with business focus
• Working knowledge of CRM software and Excel
• Understanding of real estate billing cycles, GST, registration, and RERA processes
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Preferred Attributes:
• Ability to handle pressure and multiple stakeholders
• Fluency in English and local language(s)
• Basic legal understanding for recovery/legal notices is a plus
• Willingness to travel locally for client visits if required