Am/dm-customer Relationship Manager

Job Overview The Customer Relationship Manager CRM will be responsible for managing customer interactions and resolving issues related to billing escalations and overall customer satisfaction CSAT The role involves working closely with various internal teams ensuring timely billing processes handling customer complaints and continuously improving the customer experience to maintain high CSAT scores Key Responsibilities Billing Invoicing Management Oversee and manage the entire billing process for customers ensuring accuracy in invoices payments and financial records Coordinate with the finance team to resolve any discrepancies related to billing and payment issues Ensure that billing information is accurately recorded and maintained in the CRM system Customer Escalations Management Act as the primary point of contact for customers facing issues related to billing property concerns or service delivery Handle customer complaints and escalations professionally and resolve issues in a timely and efficient manner Collaborate with internal teams e g Sales Legal Finance Property Management to resolve complex issues that cannot be addressed at the first level of support Customer Satisfaction CSAT Regularly monitor customer satisfaction levels through surveys feedback and CSAT scores taking proactive steps to address concerns Analyze CSAT reports to identify recurring issues or areas for improvement in service delivery Implement strategies to improve customer satisfaction ensuring all interactions lead to positive outcomes Process Improvement Reporting Regularly review billing and customer service processes to identify areas for improvement in efficiency and customer experience Prepare reports on customer escalations billing issues and CSAT performance providing actionable insights to the management team Work with management to implement process changes that reduce customer complaints and enhance customer loyalty Collaboration with Internal Teams Work closely with the sales and marketing teams to ensure accurate customer data seamless handovers and effective communication Coordinate with the legal team in resolving disputes related to billing or service agreements Liaise with the property management team to address customer concerns related to property issues delays or amenities Customer Communication Retention Maintain proactive communication with customers throughout the lifecycle of their transactions ensuring they are informed about billing updates escalations and resolutions Build strong long-term relationships with customers aiming to improve customer retention and overall satisfaction Qualifications Skills Educational Qualification Bachelors degree in Business Administration Real Estate Finance or a related field Experience Proven experience in a customer-facing role in real estate or property management 3 years with specific experience in handling billing customer escalations and CSAT monitoring Experience working with CRM systems and customer service platforms Skills Strong knowledge of real estate billing procedures financial transactions and invoicing Excellent problem-solving skills especially in resolving customer escalations and disputes Expertise in managing CSAT scores and using customer feedback to improve service delivery Exceptional communication negotiation and interpersonal skills Proficiency in CRM and billing software tools with the ability to train others on using them effectively Strong organizational skills and attention to detail