Customer Relationship Manager

1 day ago


Prabhadevi, Maharashtra, India Crest Property Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Team: Management

Experience:

Hotel Management Graduate

10-8 Years of experience managing front office- guest relations/concierge/reservations/CC ops.

OR

Graduate with relevant experience of years.

Preference will be given to those who have experience in residential ops & handing over of unit experience.

Educational Qualifications:

Any Graduate/ Hotel management

Key Competencies:

Good relationship with the client, communication skills, team player &

good in developing personality.

Job Summary:

To oversee complaint management, helpdesk operations, lobby activities, and unit handovers. Also to ensure seamless customer experiences, achieve high CSAT scores, and implement process improvements.

Key Responsibilities:

Handover and Unit Operations:

Manage overall handover of units, coordinating with Rustomjee CRM and sales teams.

Ensure zero-tolerance handover process, collaborating with internal teams/departments.

Introduce new residents/tenants/clients, addressing queries during onboarding.

Customer Experience:

Ensure exceptional customer experience during handover and stay.

Achieve targeted CSAT scores.

Complaint Management and Helpdesk:

Oversee complaint management system and helpdesk operations.

Recommend policies/procedures, track CMS/Apps, and analyze reports.

Prepare dashboards and reports.

Ensure recommended TAT for all complaints.

Conduct regular meetings with residents/tenants/clients to understand expectations.

Proactively resolve issues with stakeholders.

Communicate important notices/issues on behalf of PMS team/developer.

Coordinate common events/community living promotions with Clubhouse Manager/Executive.

Training and Development:

Plan/Implement training programs for department staff.



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