Customer Relationship Management Executive

About the Role

Diplomats Group is looking for a professional and customer-focused CRM Executive to manage customer relationships and post-sales coordination for its ongoing real estate projects.

Key Responsibilities

• Serve as the primary point of contact for customers after booking and throughout the customer lifecycle.
• Welcome new customers and explain payment schedules, documentation requirements, construction-linked plans, and important project processes.
• Maintain accurate customer, unit, booking, payment, and communication records in the CRM system.
• Prepare and issue welcome letters, payment reminders, demand letters, receipts, account statements, and other customer correspondence.
• Follow up with customers for instalments and outstanding payments while maintaining professional relationships.
• Coordinate with the accounts team to reconcile customer payments, resolve payment discrepancies, and update customer ledgers.
• Assist customers with home-loan documentation and coordinate with banks and financial institutions when required.
• Collect, verify, and maintain booking forms, KYC documents, agreements, and other customer records.
• Coordinate agreements, allotment documentation, registration, and related formalities with the sales, accounts, and legal teams.
• Provide customers with approved updates on construction progress, payment milestones, possession schedules, and project developments.
• Respond promptly to customer enquiries received through calls, emails, messages, and in-person meetings.
• Record customer requests, complaints, and service issues, coordinate with the concerned department, and follow through until closure.
• Coordinate with sales, construction, projects, finance, legal, marketing, and facility-management teams to ensure a smooth customer experience.
• Schedule customer meetings, site visits, unit inspections, handovers, and possession-related activities.
• Support pre-possession inspections, snag-list coordination, handover documentation, and key handover.
• Assist customers with registration, possession, maintenance, and other post-sales formalities.
• Maintain records of customer interactions, complaints, payment commitments, and pending actions.
• Prepare regular management reports on collections, overdue payments, customer issues, documentation status, registrations, and possessions.
• Gather customer feedback and recommend improvements to CRM processes and service quality.
• Maintain the confidentiality of customer information and follow company policies and applicable real estate requirements.

Requirements & Tech Stack

• Good working knowledge of MS Office, email communication, spreadsheets, and CRM software.

Qualifications

• Bachelor’s degree in any discipline is preferred.
• Prior experience in CRM, customer service, client relations, or post-sales coordination is preferred; experience with a real estate developer will be an advantage.
• Fluent English communication skills, both written and spoken, are essential.
• Strong interpersonal, follow-up, coordination, and problem-solving abilities.
• Professional and courteous approach when handling customers and sensitive concerns.
• Ability to maintain accurate records, manage multiple customers, and meet deadlines.
• Familiarity with real estate booking, collections, documentation, registration, and possession processes will be preferred.