CRM|Real estate

No. Key Accountabilities/Responsibilities

1. Customer Interaction and engagement for Onboarding, Collections, Registrations, Possessions and Cross

sell of Company Products. Handling escalations and providing resolutions to customers. Ensuring Constant

Engagement and communication with assigned customers with 100% contactability.

2. Booking forms Management - BF Tracking/BF / KYC / Payment Plan / Price sheet /Identify Payment

(RTGS/NEFT/CHQ/CRDS) / NFA Check and Approvals /Entry in ERP. Allotment Letters EOI Letters - Printing

and Handover to Front office , Sale Agreement Processing - AFS Printing and Handover to Front End for

Handover, Modifications and Funds Transfers - Only Re- Allotments/ Cancellations / Payment Plan Change

3 ERP Management - Inventory / Payment Plan / Pricing Plan / Customization Activity and Transaction

Management - Entries Cheques / RTGS/NEFT/Card Payments / TDS – Entry by CRM and Verification by

Accounts. Receipts generation and Printing of all payments and handover to Front end for Stamping and

Despatch . Time linked Demands, Construction Linked Demands – Basis Clearance from Projects along with

Architect Certificate. Possession Demands -Basis Clearance from Projects along with OC. Reminders –R-

1/R-2/ Pre cancellation / Final Cancellation

4 Processing Pre handover / TPR (Timely Payment Rebate)/ Subvention / Refunds - Monthly / Quarterly AR

(Assured Returns) / TPR Cheques in lieu of subvention plan. Post-Handover. Processing of Post-Handover

pay-outs to customers across all projects

5 Banking Support -TPA and PTM – Vetting and signing of Documents and handover to CRM Front office

Team. Bank NOC -Request to Finance / Tracking / Receipt / Kept on record /Share with Front End Team /

Banking RM – Rate Difference calculation and Raising Approval to Finance for Differential FT to lending

Bank in line with Booking Rate and Bank Stipulated Rate

6 Comfort / Construction / Parking Letters/ AR (Assured Returns) Covering - Issue of letters basis Approved

NFA and handover to Customer Experience Team

7 Registrations - AFS (Agreement For Sale) - Preparation of Document / Vetting / Signing and coordination

with Registration Agent; AFS Rectifications / AFS Covering Letters. RD (Registration Document after OC) -

Preparation of Document / Vetting / Signing and coordination with Registration Agent / RD Covering

Job Description -HR-2026

Letters. Transfers - Transfers/ Name addition/ Deletion / Mutation -Change of ownership – Verification of

Documents and approvals as per SOP and incorporating the changes in ERP Accordingly.

8 Possessions Documentation - No Dues from Accounts for Payment Clearance -Preparation of Document /

Vetting / Signing and coordination with Front End Team and documenting the acceptance of possession

letter in customer file. Maintenance Agreements - Maintain the Inventory / Retain and documenting the

signed agreements received from CRM Front End Team

+ Brokerage Management – Broker Registration the ERP / invoice checking / Processing the Eligibility and

printing the documents /Follow up with Accounts / Payment to Brokers / Query / Relationship

Management with Brokers

10 Filing / Store Management / Despatch/ Scanning of Documents /Upload- Filing the Customer documents in

order and maintain the record room with proper indexing and retrievability. Dispatch Register

Maintenance / Electronic upload of all scanned documents / Courier Bill Payments / Coordination with

Accounts

Experience & Educational Requirements

EDUCATIONAL QUALIFICATIONS:(Degree, training, or

certification required)

Any graduate/ post-graduate degree

(Customer Service training/ certification an added

advantage)

RELEVANT EXPERIENCE:

(no. of years of technical, functional, and/or leadership

experience or specific exposure required)

3 years of experience in the area of CRM with at

least 1 year of experience in the real estate

industry in CRM operations.

Skills & Competencies Required

ESSENTIAL SKILL &

COMPETENCIES:

(Required skills &

competencies which are

needed in the person for

performing efficiently)

Technical Skills: Knowledge of Real estate industry, CRM processes & procedures,

ERP and CRM Usage and Data Analysis, Presentation skills (MS PowerPoint and

Excel), Pricing Product, Numerical ability and financial acumen, Customer service

standards & procedures and developing & implementing new strategies and

procedures.

Behavior Skills: Good communication skills, Decision making ability; Tolerance to

ambiguity; Strong interpersonal skills; Strong oral and written communication

skills; Ability to foster collaborative work environment

Key Stakeholders

Internal Stakeholders:

Accountable To:

CBO- Business Head, Presales (lead & conversion), Sales Teams Marketing

(Digital Campaigns Lead Conversion and Brand management) Projects &

Finance (Construction Progress and Financial Impact) COO- Audit and

Compliance (Process / Expenses / CP Payouts)

External Stakeholders:

Customers, Channel partners, Regulatory Authorities (RERA / BDA/

REVENUE DEPARTMENT)

Job Type: Full-time

Schedule:

Day shift
Ability to commute/relocate:

Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Experience:

total work: 4 years (Preferred)
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