Customer Relationship Manager

Position: Customer Relationship Manager (CRM) - Female Location: Gurugram, Haryana sector 88 A Department: Facility Management Employment Type: Full-time   About the Role: We are seeking a well-groomed, professional female Customer Relationship Manager to oversee resident relations and ensure exceptional service delivery at our premium high-rise residential society in Gurugram. The ideal candidate will serve as the primary liaison between residents, facility management, and various stakeholders while maintaining the highest standards of customer service excellence.   Key Responsibilities:   A. Resident Relationship Management: - Serve as the first point of contact for all resident inquiries, complaints, and feedback - Build and maintain strong relationships with residents, understanding their needs and preferences - Conduct regular resident satisfaction surveys and implement improvement initiatives - Organize resident engagement activities and community events - Handle resident onboarding and orientation processes   B. Service Coordination: - Coordinate with various departments (housekeeping, security, maintenance, landscaping) to ensure seamless service delivery - Monitor service quality standards and ensure timely resolution of maintenance requests - Conduct regular inspections of common areas and facilities - Liaise with vendors and service providers to maintain service excellence   C. Administrative Duties: - Maintain accurate records of resident interactions, complaints, and resolutions - Prepare monthly reports on resident satisfaction and service metrics - Handle documentation related to resident agreements and society bylaws - Manage CRM software and resident database - Coordinate with society management committee for compliance and reporting   D. Communication & Correspondence: - Issue notices, circulars, and communications to residents - Manage resident portal and communication channels - Handle email and phone inquiries professionally - Maintain effective communication with all stakeholders   E. Crisis Management: - Handle emergency situations and resident grievances effectively - Coordinate with security and emergency services when required - Maintain calm and professional demeanor in challenging situations    Required Qualifications: - Bachelor's degree in Hospitality, Business Administration, Communications, or related field - Minimum 2-3 years of experience in customer service, hospitality, or facility management - Excellent communication skills in English and Hindi (additional regional languages preferred) - Proficiency in MS Office and CRM software - Presentable personality with excellent grooming standards   Essential Skills: - Strong interpersonal and relationship-building abilities - Excellent problem-solving and conflict resolution skills - Professional etiquette and diplomatic communication - Ability to multitask and work under pressure - Customer-centric approach with patience and empathy - Knowledge of residential society operations and RWA guidelines - Basic understanding of facility management services   Preferred Attributes: - Experience in premium residential complexes or hospitality sector - Knowledge of Haryana RERA and cooperative society laws - Certification in customer relationship management - Experience in organizing community events - Multilingual capabilities   Working Conditions: - 6-day working week with rotational weekly off - May require flexibility in working hours for events or emergencies - Professional office environment within the residential complex