Asst Manager- Customer Relations

2 days ago

Bengaluru, Karnataka, India Sowparnika Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

Customer Experience Management:

  • Act as the primary point of contact for customers post-booking and ensure seamless handholding throughout the project lifecycle.
  • Coordinate with internal teams (sales, projects, finance, legal, CRM) to resolve customer queries and grievances in a timely manner.
  • Monitor customer interactions and maintain accurate records in CRM systems.
  • Support during project handovers, possession activities, and customer meets.

Loyalty & Engagement Programs:

  • Drive customer loyalty programs, referral schemes, and engagement initiatives.
  • Organize customer events, appreciation programs, and feedback sessions.
  • Track referral conversions and ensure smooth processing of benefits.
  • Build long-term relationships with customers, turning them into brand ambassadors.

Customer Feedback & Service Improvement:

  • Collect customer feedback at various touchpoints and escalate critical issues.
  • Analyze satisfaction surveys, complaint logs, and feedback data to identify service improvement areas.
  • Work closely with management to implement process improvements for better customer experiences.

Reporting & MIS:

  • Prepare regular reports on customer experience KPIs (complaint resolution, TAT, referral program performance, NPS scores).
  • Share insights with senior management for strategic decision-making.

Key Skills & Competencies:

  • Excellent communication and interpersonal skills.
  • Strong customer service orientation with empathy and patience.
  • Problem-solving and conflict resolution skills.
  • Good organizational and multitasking ability.
  • Proficiency in MS Office and CRM tools.
  • Event coordination and customer engagement skills.

Qualification & Experience:

  • Graduate / Postgraduate in Business Administration / Marketing / Customer Relationship Management.
  • 36 years of experience in customer service, CRM, or customer experience roles (preferably in real estate / hospitality / service industries).
  • Experience in handling loyalty/referral programs will be an added advantage.

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