Customer Relationship Manager (CRM)

Hotel Management Graduate
10-8 Years of experience managing front office- guest relations/concierge/reservations/CC ops.
OR
Graduate with relevant experience of 10 -12 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.