CRM EXECUTIVE

 Role Overview & Job Description (CRM Executive):

Own the end-to-end customer journey from booking to possession and post-handover support. The CRM Executive ensures that every customer document, payment receipt, commitment, complaint,handover proof, and DLP closure is recorded and retrievable. The job is not only service - it is compliance, evidence, and risk control.

Core responsibilities:

• Open and maintain customer files (digital + physical) with correct naming and indexing.
• Collect and verify KYC/documents; maintain document checklist tracker and follow-ups.
• Acknowledge receipts only after bank confirmation; allocate receipts correctly in ERP and reconcile daily.
• Run milestone reminders and ageing follow-up discipline; keep evidence of reminders.
• Maintain communication log and ensure only approved information is shared.
• Operate complaint ticketing system with SLA and escalation register.
• Coordinate change requests, cancellations/refunds through documented approvals.
• Coordinate possession readiness, appointment scheduling, handover proofs and handover kit distribution.