CRM Executive

Grovy Developers

Post-Booking Coordination

• Acknowledge and process all new bookings received from the Sales team.
• Generate and share Booking Confirmation, Welcome Letter, and Allotment Letter with customers.
• Maintain updated customer records in CRM / ERP system.

Documentation & Agreements

• Coordinate preparation and execution of Sale Agreements / Allotment Letters / Registration Documents with Dubai Land Department
• Liaise with Legal and Accounts departments for document verification and approvals and termination in the event of non payment as per RERA guidelines.
• Maintain accurate digital and physical filing of customer documents.

Payment Management

• Prepare and dispatch Demand Letters as per construction milestones or payment schedules
• Follow up with customers and banks for timely collection of payments.
• Coordinate with the Finance/Accounts team for receipt confirmation and ledger updates.
• Track overdue payments and initiate reminders or penalty communications as per policy.

Customer Communication & Relationship Management

• Serve as the primary point of contact for all customer queries post-booking.
• Respond to emails and calls professionally within defined timelines.
• Send project updates, newsletters, and notices to customers on a regular basis.
• Coordinate customer site visits and ensure positive experiences.

Possession & Handover

• Coordinate pre-possession activities with Projects, QA, and Accounts teams.
• Send possession intimation letters and manage documentation (No Dues Certificate, Handover Form, etc.).
• Schedule and support possession handovers, ensuring smooth closure and customer satisfaction.

Customer Service & Grievance Handling

• Log and track all customer complaints or service requests.
• Coordinate with relevant departments (Projects, Facility, Legal, etc.) to resolve issues within TAT.
• Maintain communication records and closure reports.

Reporting & MIS

• Prepare and maintain reports on:
  
  • Bookings and agreements
  • Collections and outstanding dues
  • Customer query/complaint status
  • Possession and handover status
• Share periodic MIS reports with management.

Key Performance Indicators (KPIs)

• On-time collection rate (% payments received as per schedule)
• Agreement execution within defined TAT (e.g., within 30 days of booking)
• Average customer response time
• Customer satisfaction / feedback rating
• Complaint resolution turnaround time

Skills & Competencies

Technical Skills:

• Proficiency in MS Office (Excel, Word, PowerPoint).
• Experience using CRM / ERP software (e.g., Salesforce, Tally, Zoho, or in-house systems).
• Understanding of real estate documentation and RERA compliance preferred.
• Soft Skills:
  Excellent written and verbal communication skills.
  Strong interpersonal and customer service orientation.
  Attention to detail and accuracy in documentation.
  Time management and multitasking ability.
  Problem-solving and conflict-resolution skills.