Customer Relationship Manager

What This Job Involves
You will be JLL's front liner at the site for pre-possession apartments dealing, guest needs and resolving all customer related concerns. Your role is to ensure that customer service is maintained as per the standards set by us. Your day to day activities will involve:

• Get the apartments ready from Projects as per customer's satisfaction at the time of possession, follow up CRM team projects for customer possession dates.
• Follow up for the complaints shown by customers at the time of possession & make sure timely closure.
• A Customer Relationship Executive in the context of Residential Condominiums is responsible for managing and enhancing the relationship between the condominium property management and its residents. Their job description may include:
• Resident Communication: Serving as the primary point of contact for residents, addressing inquiries, concerns, and requests in a prompt and courteous manner, either in person, via phone, or email.
• Resident Services: Coordinating and overseeing various resident services, including move-in/move-out procedures, package delivery, maintenance requests, and amenity reservations.
• Conflict Resolution: Resolving disputes or conflicts among residents, ensuring a conducive living environment and encouraging positive community interactions.
• Resident Events: Organizing and coordinating community events and programs to foster a sense of community and enhance resident engagement.
• Lease Administration: Assisting with lease or rental agreement administration, including processing applications, conducting background checks, preparing lease documents, and collecting rent payments.
• Maintenance Coordination: Coordinating and tracking maintenance and repair requests, ensuring timely resolution, and maintaining records of service history.
• Resident Feedback: Collecting and analyzing resident feedback to identify areas for improvement in services, facilities, and overall resident experience.
• Emergency Response: Acting as a point of contact during emergency situations, coordinating with appropriate authorities, and ensuring residents receive timely and accurate information.
• Compliance: Ensuring compliance with condominium rules, regulations, and policies, and educating residents about their responsibilities and obligations.
• Resident Satisfaction: Monitoring and measuring resident satisfaction levels through surveys or feedback mechanisms, implementing strategies to improve resident satisfaction and retention.
• Handling tenant complaints or any crises, such as security issues or technical issues.
• Perform all work as assigned by the Property Manager as deemed necessary to maintain and operate the property at an optimum level.
• Overall, a Customer Relationship Executive in a Residential Condominium plays a crucial role in ensuring a positive living experience for residents, maintaining good communication channels, and providing excellent customer service to enhance resident satisfaction and retention.
• Receiving calls and emails from clients to ensure closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
• Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
• Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
• Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
• Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
• Act as a secondary point of contact for all occupants, in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.
• Meticulous and Being Analytical

You must pay attention to detail and have excellent problem-solving skills. Possess the ability to collate information, using logic and reasoning to identify the alternative solutions, conclusions or approaches to problems. You should be able to handle complaints, settle disputes, and resolve grievances and conflicts.

• Qualifications

• You need to have a relevant educational background in hospitality with min 3-4 years of work experience OR 4-5 years of experience in Client/customer service facing roles.

• Good Communication skills with fluency in English and Hindi language is a must
• Willingness to work in flexible shifts, weekends and holidays is an added advantage
• Basic understanding of operating computers, mobile application and MS Office (Excel, Word, PowerPoint, etc.) is also preferred.