Job SummaryThe CRM professional will be responsible for managing client relationships, contract lifecycle, service coordination, and complaint resolution for security guarding and facility management services. The role ensures high client satisfaction, retention, and smooth coordination between clients and operations teams. Key ResponsibilitiesClient Relationship ManagementAct as the primary point of contact for key clients (Corporate, Industrial, Residential, PSU, Govt. contracts). Maintain long-term relationships with clients for security guarding, housekeeping, and facility services. Conduct regular client follow-ups, review meetings, and feedback collection. Contract & Account ManagementMaintain client contracts, SLAs, renewals, and amendments. Coordinate with sales and operations for contract onboarding and renewals. Track billing milestones, manpower deployment, and scope compliance. Service CoordinationCoordinate with operations, site supervisors, and HR for manpower deployment and replacements. Ensure adherence to service levels, statutory compliances, and client expectations. Monitor attendance, performance issues, and service gaps at client sites. Complaint & Escalation HandlingLog, track, and resolve client complaints within defined TATs. Handle escalations related to guards, supervisors, housekeeping staff, and service quality. Ensure root cause analysis and preventive action implementation. CRM System & ReportingMaintain accurate client data in CRM software (Zoho, Salesforce, custom ERP, etc.). Prepare MIS reports on client satisfaction, complaints, renewals, and retention. Support management with insights on client trends and service improvement areas. Skills & CompetenciesStrong communication and interpersonal skills. Knowledge of security services, guarding operations, or facility management is preferred. Experience in CRM tools and MS Excel reporting. Problem-solving and escalation management skills. Ability to coordinate with multi-location operations teams. Preferred QualificationsGraduate / MBA (Marketing / Operations preferred). Experience in Security, Facility Management, Manpower, or Service-based industry. Knowledge of labor laws and statutory compliances is an added advantage. Key Performance Indicators (KPIs)Client retention and renewal rate Complaint resolution TAT Client satisfaction score Contract renewal closure Reduction in escalations
Job SummaryWe are looking for a dynamic Telecalling Executive to generate leads, fix appointments, and support business development activities for our Private Security and Facility Management services. The role involves outbound calling to corporate clients, societies, industries, and institutions to promote our services. Key ResponsibilitiesMake outbound calls to prospective clients (corporates, residential societies, factories, hospitals, schools, malls, etc.) Promote company services such as: Security Guard Services Facility Management Housekeeping Manpower & Allied Services Generate qualified leads and schedule meetings for the sales team Maintain and update call records, leads, and follow-ups in CRM or Excel Explain service offerings, pricing basics, and company credentials clearly Handle client queries professionally and escalate when required Follow up on previous calls and nurture potential clients Achieve daily/weekly/monthly calling and lead generation targets Skills & RequirementsGood communication skills in English & local language(s) Confident phone etiquette and persuasion skills Basic knowledge of security or facility services is an advantage Ability to work with targets and deadlines Basic computer knowledge (MS Excel, CRM, Google Sheets) Professional attitude and customer-focused mindset Preferred QualificationsExperience in B2B telecalling, especially service-based industries Prior exposure to security, manpower, or facility management companies Diploma / Graduate in any discipline Salary & BenefitsFixed Salary + Performance-based Incentives Training on services and sales scripts Growth opportunities into sales or client servicing roles Working Hours[eg. 10:00 AM – 6:00 PM | Monday to Saturday] If you want, I can also: Customize this JD for female-only telecallers