The Role
Manage post-possession customer complaints and service requests as the primary customer contact. Coordinate with engineering, construction teams, contractors, and vendors to inspect issues, complete timely rectification, and maintain service quality. Conduct site visits, provide customer updates, maintain complaint and closure records, prepare MIS reports, and identify recurring issues for preventive action. The role requires knowledge of civil finishing, plumbing, electrical, and waterproofing work, along with strong coordination and communication skills.
Summary Generated by Built In
Designation: Customer Relationship Engineer – Post Possession
Company Profile
Mittal Group is a well-established business group headquartered in Pune, with a strong presence in the real estate sector. We are committed to delivering quality construction and providing exceptional customer service throughout the customer journey, including post-possession support.
Job Location
Mittal House, Near Nilayam Theatre Chowk, Vijaya Nagar Colony, C.T.S. No. 2095, Sadashiv Peth, Pune – 411030, Maharashtra
Job Summary
We are looking for a proactive and customer-focused CRM Executive to manage post-possession customer complaints and service requests. The ideal candidate will coordinate with internal departments, contractors, and vendors to ensure timely resolution of customer issues while maintaining high service standards and customer satisfaction.
Key Responsibilities
- Handle post-possession customer complaints and service requests.
- Act as the single point of contact for customers after possession.
- Coordinate with Engineering, Projects, Civil, Electrical, Plumbing, Waterproofing, and Contractors for complaint resolution.
- Conduct site visits to inspect and verify customer complaints.
- Ensure timely rectification and closure of complaints within defined timelines.
- Maintain complaint records, photographs, service reports, and closure documentation.
- Provide regular updates to customers regarding complaint status.
- Prepare Daily, Weekly, and Monthly MIS reports on complaint status and ageing.
- Coordinate with vendors and contractors to ensure quality workmanship.
- Identify recurring issues and recommend preventive actions to improve project quality.
Qualifications & Experience
- Diploma/B.E. in Civil Engineering (preferred).
- 2–5 years of experience in CRM, Post Possession, Customer Complaint Management, or Project Coordination in the real estate industry.
Skills Required
- Strong customer relationship and communication skills.
- Good knowledge of civil finishing, plumbing, electrical, and waterproofing works.
- Excellent coordination, follow-up, and problem-solving abilities.
- Proficiency in MS Office and CRM software.
- Ability to handle multiple customer complaints while meeting service timelines.
Salary & Benefits
- Salary: As per company standards and candidate experience.
- PF & ESIC benefits (as applicable).
- Paid leaves and statutory benefits.
- Career growth opportunities within Mittal Group.
Skills Required
- Diploma or B.E. in Civil Engineering
- 2-5 years of experience in CRM, post-possession support, customer complaint management, or project coordination in the real estate industry
- Strong customer relationship and communication skills
- Knowledge of civil finishing, plumbing, electrical, and waterproofing works
- Excellent coordination, follow-up, and problem-solving abilities
- Proficiency in MS Office and CRM software
- Ability to manage multiple customer complaints while meeting service timelines
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The Company
What We Do
Mittal Group is an Indian business group founded in 1907 that evolved from a small brass mill into a major manufacturer of cases, tubes, cups, coin blanks, medals, strips and foils. Its flagship companies produce small-arms ammunition components, including brass cartridge cases and related products, for prestigious clients worldwide. The group operates across five verticals and employs more than 500 people.
