Assistant Manager Client Escalation & Resolution

SOBHA; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

SOBHA in Bengaluru is seeking an Assistant Manager / Manager for Client Escalation & Resolution. The role focuses on owning high-priority customer escalations, coordinating with Sales and internal teams, and ensuring exquisite service quality within a leading real estate group.

You will analyze trends, drive improvements, and uphold RERA guidelines while maintaining strong stakeholder relationships and delivering swift, professional resolutions.

Qualifications

• MBA/Postgraduate preferred.
• 3+ years of experience in Customer Experience, CRM, Operations, or Client Escalation within the real estate industry.
• Experience with residential real estate developers is preferred.
• Strong understanding of the booking-to-possession customer journey and RERA regulations.

Responsibilities

• Manage and resolve customer escalations across multiple channels while ensuring timely closure.
• Act as the single point of contact for critical and high-priority customer issues.
• Coordinate with Sales, CRM, Legal, Finance, Projects, Registration, and other internal teams for effective resolution.
• Analyze escalation trends, prepare MIS reports, and recommend corrective actions.
• Ensure compliance with company policies, RERA guidelines, and service quality standards.
• Drive continuous process improvements to enhance customer experience and reduce repeat escalations.

Skills

Customer Experience

CRM

Operations

Client Escalation

Conflict Resolution

Stakeholder Management

Communication Skills

MS Excel

PowerPoint

MIS reporting

Education

MBA / Postgraduate degree

Tools

Salesforce

Dynamics 365

MS Excel

PowerPoint

Job description

Position:

Assistant Manager / Manager Client Escalation & Resolution

Place of Posting:

Bengaluru

Reports To:

Senior Manager / Head Customer Experience

Educational Background:

• MBA/Postgraduate preferred.

Work Experience:

• 3+ years of experience in Customer Experience, CRM, Operations, or Client Escalation within the real estate industry.
• Experience with residential real estate developers is preferred.
• Strong understanding of the booking-to-possession customer journey and RERA regulations.

Personal Attributes:

• Excellent customer handling, conflict resolution, and communication skills.
• Strong stakeholder management and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, MIS reporting, and CRM systems (Salesforce/Dynamics 365 preferred).
• Customer-focused with the ability to manage high-priority escalations professionally.

Responsibilities:

• Manage and resolve customer escalations across multiple channels while ensuring timely closure.
• Act as the single point of contact for critical and high-priority customer issues.
• Coordinate with Sales, CRM, Legal, Finance, Projects, Registration, and other internal teams for effective resolution.
• Analyze escalation trends, prepare MIS reports, and recommend corrective actions.
• Ensure compliance with company policies, RERA guidelines, and service quality standards.
• Drive continuous process improvements to enhance customer experience and reduce repeat escalations.