Customer Experience Manager

Position Overview:

Customer Experience Manager

resolving customer issues

Key Roles & Responsibilities:

1. Walk-in & Onsite Customer Management

• Welcome and engage walk-in customers or prospects, providing personalized attention and detailed project information.
• Coordinate site visits, explain property features, and guide customers through the buying or leasing process.
• Maintain a high level of hospitality and professionalism to ensure a premium brand experience.

2. Customer Query Handling & Relationship Management

• Act as the primary contact for all customer interactions from inquiry to handover and after-sales.
• Address customer queries related to pricing, documentation, payment schedules, project timelines, and possession procedures.
• Build long-term relationships with customers, ensuring transparency, trust, and satisfaction at every stage.

3. Issue Resolution & Service Recovery

• Manage customer complaints and grievances efficiently by coordinating with internal teams (Sales, CRM, Projects, Legal, Finance, Facilities).
• Track and ensure timely closure of all issues, maintaining high customer satisfaction and low complaint turnaround time.
• Identify recurring challenges and recommend process or service improvements.

4. Cross-Selling & Up-Selling

• Identify and convert opportunities to cross-sell or up-sell additional products and services such as parking spaces, interior solutions, amenities, or property upgrades.
• Collaborate with the Sales and Marketing teams to support promotional and engagement campaigns.
• Achieve defined revenue enhancement and conversion targets through effective relationship management.

5. Real Estate Process Knowledge & Coordination

• Possess a sound understanding of the real estate transaction process, documentation, registration, and other compliances.
• Coordinate with internal departments to ensure smooth communication and operational alignment for each customer.
• Support in managing handover schedules, possession formalities, and post-possession services.

6. Customer Experience Enhancement

• Implement hospitality-driven service standards across all customer touchpoints.
• Conduct customer satisfaction surveys, feedback sessions, and engagement activities to build loyalty.
• Track customer experience metrics (NPS, CSAT) and report insights for management review.

Qualifications & Experience:

• Bachelor’s degree in Hospitality Management, Business Administration, Real Estate, or related field (MBA preferred).

• Minimum 5+ years of experience

  in Customer Experience, Guest Relations, or Client Servicing within

  Hospitality and Real Estate

  sectors.
• Strong understanding of

  real estate processes, customer lifecycle, and documentation workflows.

• Proven ability to

  handle walk-in customers, resolve issues, and drive cross-sell/up-sell initiatives.

• Excellent interpersonal, communication, and negotiation skills.
• Proficiency in CRM tools and Microsoft Office Suite.