Client Relationship Manager

3 weeks ago

Gurugram, India Smart Source Full time

Females only can apply for this position. Job Specification Position Title: CRM Manager /CRM Deputy Manager / Assistant Manager CRM Position Type: Permanent Department: Customer Service Reporting To: Function Head Location: Gurgaon DLF 2nd Phase Working Days : 6 days Budget : 15 Lpa Purpose of Position / Job Description Meet customers and resolve their concerns effectively related to their booking. Handle escalated and agitated customers and ensure issue resolution. Respond to customer emails and ensure closure of responses within defined TAT. Address and resolve customer concerns via calls. Collections: Call customers for fresh and overdue payments of designated projects and ensure monthly target achievement. Interact with bankers and financial institutions for bank loans and expedite disbursements. Channel Partner Interactions: Meet channel partners to address their issues and their customer concerns. Inter-departmental Coordination: Work with Sales, Legal, Projects, Accounts, Leasing, and Facilities teams to ensure timely responses to customer concerns. Handle legal cases and prepare fact sheets for legal responses. Drive Customer Experience (CSAT): Ensure high customer satisfaction and overall experience. Attributes of the Position / Scope Maintain real-time updates for the assigned project on: Project progress and approvals Customer concerns Accounting and collections Legal cases and documentation compliance Physical possession status Communications StakeholdersTypeNature of RelationFrequency Customers / Channel Partners / Financial Institutions External Ensure satisfaction, manage CPs, coordinate for collections Regularly Department Heads (Projects, Sales, CRM, HCM, Admin, Legal, Accounts, Finance, Taxation, Liaison, Marketing, Leasing, FMS) Internal Partner with departments, track timelines Regularly Management Internal Interact with management for business updates and escalations Frequently Personal Profile Qualification: Postgraduate / MBA Relevant Experience: 5–10 Years Key Competencies Required: Excellent communication and negotiation skills Problem-solving and active listening Empathy and high emotional intelligence Commercial and market awareness Strong numerical and digital proficiency Go-getter attitude and smart planning Key Responsibilities & Tasks S. No.Key ResponsibilitiesMeasure / Frequency 1 Meet customers and address queries effectively Everyday 2 Drive collections efficiencies and reduce customer outstanding Everyday 3 Handle escalations and meet agitated customers with problem-solving approach Everyday 4 Respond to customer queries on email and ensure closure within defined TAT Everyday 5 Attend customer calls and ensure resolution within defined TAT Everyday 6 Drive Customer Experience (CSAT) Everyday 7 Interaction with channel partners and banking/financial institutions As required 8 Coordinate with internal departments for timely resolution As required 9 Handle legal cases with the legal team for settlement and closure As required

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