Assistant Manager Customer Support

Job Title: Assistant Manager – Customer Support

Industry: Real Estate

Job Summary:

The Assistant Manager – Customer Support will be responsible for ensuring a high-quality customer experience by managing post-sales services, addressing client queries, coordinating with internal teams, and maintaining long-term client relationships. This role involves handling customer escalations, ensuring timely resolution, and enhancing customer satisfaction in alignment with company standards.

Key Responsibilities:

• Manage and lead the customer support team to deliver prompt and professional responses to client queries.
• Handle customer escalations related to property bookings, payments, documentation, possession, and after-sales services.
• Maintain strong communication with customers to ensure smooth resolution of complaints and queries.
• Coordinate with Sales, CRM, Legal, Projects, and Accounts teams to resolve customer concerns effectively.
• Monitor and track customer issues through CRM tools and ensure timely closure within defined SLAs.
• Assist in drafting and reviewing customer communications, agreements, and payment schedules.
• Conduct periodic follow-ups with clients to enhance customer engagement and retention.
• Prepare regular reports on customer feedback, complaint status, and resolution metrics for management review.
• Ensure compliance with company policies, RERA guidelines, and industry regulations in all customer interactions.
• Identify opportunities to improve customer experience and suggest process improvements.
• Train and guide team members on effective customer service practices.

Key Skills & Competencies:

• Strong interpersonal and communication skills (verbal & written).
• Customer-first mindset with problem-solving abilities.
• Proficiency in CRM systems and MS Office (Excel, Word, PowerPoint).
• Ability to handle high-pressure situations and multiple escalations simultaneously.
• Knowledge of real estate processes, documentation, RERA, and customer lifecycle management.
• Team management and leadership skills.
• Strong analytical and reporting abilities.

Qualifications & Experience:

• Graduate/Postgraduate (MBA preferred) in Business Administration, Customer Relationship Management, or a related field.
• 4–7 years of experience in customer support/customer relationship management, preferably in the real estate industry.
• Prior experience in handling escalations, possession-related issues, and post-sales customer interactions is highly desirable.

Work Conditions:

• Location: Banjara Hills
• Working Days: 6 Days a Week (may include weekends based on client requirements).
• Reporting to: Customer Support Manager / Head – CRM.
• Gender: Male/Female
• Preferrably from Real Estate Industry.

For further details get in touch with the HR @ 9133367000 (10am to 5 pm only Mon- Sat)

Job Type: Full-time

Pay: ₹40,000.00 - ₹45,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person