Job Description

Department: Client Services (Female)

Position: CRM - Compliance & Maintenance

Salary Range: 25K to 35K

Age group: 28 to 35

Qualification: BTech civil / PG

Experience: 3 to 5 year relevant field

send your CV: hr@sreedhanyahomes.com

anjana@sreedhanyahomes.com

Skills: Strong communication & Interpersonal skills, Stability to work under pressure & handle multiple complaints simultaneously, basic understanding of construction related compliance

Customer complaint resolution maintenance coordination compliance & documentation customer satisfaction Reporting & record maintenance

Job Summary

The CRM - Compliance & Maintenance Executive is responsible for handling post-handover customer interactions, addressing complaints, coordination maintenance services, and ensuring that all legal, quality, and builder-specific obligations are met. The role bridges the gap between customers, internal teams, and external vendors to deliver a seamless after-sales experience while upholding the company's brand promise and regulatory standards.

Key Responsibilities:

1. Customer complaint handling

Receive, log, and acknowledge customer complaints related to construction defects, electrical, plumbing, civil works etc.

Maintain CRM software and manual logs to track the status and resolution of all issues raised.

Coordinate with internal teams and subcontractors for timely resolution of complaints.

2. Post-Handover maintenance coordination

Schedule and supervise routine and emergency maintenance services during the DLP (Defect Liability Period).

Follow up with site engineers, facility managers, and third-party vendors for timely closure of service requests.

Maintain detailed records of work completed and material used for each request.

3. Compliance management

Ensure all builder obligations, as per agreement, are met in terms of amenities, handover documentation, and completion standards.

Support the legal and documentation team in handling RERA, OC and completion certificate-related processes

Assist in quality audits and third-party inspections post-handover.

4. Customer communication & satisfaction

Act as a point of contract for homeowners post-handover.

Ensure regular updates to customers on complaint resolution status.

Conduct feedback calls and surveys to assess customer satisfaction and areas of improvement.

5. Documentation & Reporting

Strong communication and interpersonal skills (Malayalam, English, Hindi preferred)

Knowledge of building systems: electrical, plumbing, waterproofing, civil finishes, etc. is an added advantage.

Ability to work under pressure and handle multiple complaints simultaneously.

Basic understanding of RERA and construction-related compliance

Proficiency in Microsoft Office, Excel, ad CRM systems

Minimum 2-4 years of experience I a similar role in the real estae/construction sector.

KEY RESULT AREAS(KRA)

1. Customer complaint resolution

Ensure 100% logging of complaints in CRM system within 24 hours

Achieve a resolution TAT (Turnaround Time) of 48 - 72 hours for common issues (plumbing/electrical/civil)

Maintain a closure rate of>90% of complaints within the DLP period

2. Maintenance coordination

Schedule and close 100% of routine maintenance activities as per AMC/vendor calendar

Monitor and report completion of emergency maintenance within 24 hours of report

Ensure zero backlog of unresolved maintenance cases beyond 7 working days

3. Compliance & Documentation

Ensure 100% compliance with builder obligations during the DLP, including documentation, amenities, and services.

Coordinate and complete all OC/RERA - related documentation within defined timelines.

Assist in successful completion of third-party quality audits with minimal non-conformities

4. Customer satisfaction & communication

Maintain a customer satisfaction rating of > 85% through periodic surveys and feedback calls

Ensure proactive communication with customers for updates, resolution status, and scheduled visits.

Resolve escalated issues (if any) within 48 hours or escalate appropriately with root cause analysis.

5. Reporting & Record maintenance

Submit daily/weekly/monthly reports to the AGM/Project Head with accurate data on complaints, service status, and delays

Ensure 100% accuracy in CRM data logs and records of all correspondence and maintenance activities.

Prepare and share MIS reports for management review on schedule.

6. Coordination & site interface

Conduct and close 100% of joint inspections and snag lists within the stipulated timeline before DLP expiry

Ensure active coordination with site teams, vendors, and internal departments for all maintenance issues

Participate in site meetings and provide CRM updates with action points.

Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?30,000.00 per month

Schedule:

Day shift Morning shift
Work Location: In person

Speak with the employer

+91 9072633333
Application Deadline: 22/04/2025