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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.
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Follow up for the complaints shown by customers at the time of possession & make sure timely closure.
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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:
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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.
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Resident Services: Coordinating and overseeing various resident services, including move-in/move-out procedures, package delivery, maintenance requests, and amenity reservations.
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Conflict Resolution: Resolving disputes or conflicts among residents, ensuring a conducive living environment and encouraging positive community interactions.
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Resident Events: Organizing and coordinating community events and programs to foster a sense of community and enhance resident engagement.
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Lease Administration: Assisting with lease or rental agreement administration, including processing applications, conducting background checks, preparing lease documents, and collecting rent payments.
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Maintenance Coordination: Coordinating and tracking maintenance and repair requests, ensuring timely resolution, and maintaining records of service history.
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Resident Feedback: Collecting and analyzing resident feedback to identify areas for improvement in services, facilities, and overall resident experience.
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Emergency Response: Acting as a point of contact during emergency situations, coordinating with appropriate authorities, and ensuring residents receive timely and accurate information.
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Compliance: Ensuring compliance with condominium rules, regulations, and policies, and educating residents about their responsibilities and obligations.
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Resident Satisfaction: Monitoring and measuring resident satisfaction levels through surveys or feedback mechanisms, implementing strategies to improve resident satisfaction and retention.
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Handling tenant complaints or any crises, such as security issues or technical issues.
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Perform all work as assigned by the Property Manager as deemed necessary to maintain and operate the property at an optimum level.
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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.
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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.
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Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
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Monitoring the helpdesk and customer service executives on a regular basis.
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Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
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Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
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Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
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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.
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Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
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Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
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Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
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