Customer Relationship Manager

Location:

Experience Required:

Education:

Position Overview:

1. The Customer Relationship Manager will be the first point of contact for all walk-in clients.

2. ⁠The role involves welcoming clients, understanding and documenting their concerns, coordinating internally for resolutions, and maintaining related databases.

3. ⁠The goal is to ensure a seamless and comfortable customer experience and ensure timely closure of all customer queries.

Key Responsibilities:

1. Welcome and assist walk-in clients in a courteous and professional manner

2. ⁠Ensure clients are comfortably seated and served tea/coffee/snacks

3. ⁠Understand, document, and track customer concerns or queries

4. ⁠Liaise with relevant Relationship Managers or Department Heads for resolution

5. ⁠Maintain and regularly update the CRM software, ERP systems, and other reporting tools

6. ⁠Follow up consistently with internal teams to ensure timely issue closures

7. ⁠Maintain customer interaction logs, service records, and MIS reports

Desired Skillset & Qualifications:

Academic Qualification:

Graduate in Hospitality Management or an MBA with specialization in Customer Relationship Management

Experience:

Minimum 2 years of experience in a customer-facing CRM role, preferably in real estate or hospitality

Technical Skills:

1. Proficient in MS Office (Excel, Word, PowerPoint)

2. ⁠Experience with CRM software and ERP systems

3. ⁠Strong documentation and report generation capabilities

Soft Skills:

1. Excellent verbal and written communication skills

2. ⁠Pleasant personality with a customer-first mindset

3. ⁠Ability to multitask and handle pressure calmly

4. ⁠High level of professionalism, empathy, and patience

Operating Network:

Internal:

Relationship Managers

Department Heads

Sales, CRM, and Admin Teams

External:

Walk-in customers and prospective clients

Nature of Interaction:

Customer service coordination

Internal follow-ups and issue resolution

Status updates and report sharing