Customer Relationship Manager

JLL; Mumbai; Presencial; INR 300.000 - 540.000; Jornada completa

Descripción de la vacante

Brightstone is seeking a CRM professional to manage residential customer interactions on-site at Rivali Park 2, Borivali West, Mumbai. You will handle complaints, coordinate with multiple departments, and ensure resident satisfaction while reporting to the Property Manager.

The role requires ownership of requests, adherence to TAT, and strong communication skills for effective stakeholder engagement.

Formación

• Experience in residential property management or customer service.
• Strong communication and stakeholder management skills.
• Familiarity with helpdesk operations and incident handling.

Responsabilidades

• Receiving calls and emails from clients to ensure closure of complaints and communicating actions to stakeholders.
• Taking ownership of the request or complaint and ensuring they are handled within the defined TAT.
• Monitoring the helpdesk and customer service executives regularly.
• Taking daily rounds of the premises and reporting lapses or observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing reports with client/management.
• Cooperating with other departments to ensure good customer experience and sharing consolidated feedback reports.
• Handling complaints or emergencies per JLL policies and contacting authorities when needed.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.).
• Assisting with filing, inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/CSR activities, guest handling.
• Acting as a secondary point of contact for occupants in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per requirements.

Descripción del empleo

Tailored residential property management, with Brightstone.

Managing housing complexes, residential townships and residential communities requires subject matter expertise, customised services and a commitment to creating a seamless yet enjoyable living experience. At Brightstone - we are setting a new standard for excellence in residential property management, focused on enhancing resident satisfaction and property value for housing societies nationwide.

Position: CRM, City Name.

Business: Property and Asset Management, City Name.

What this job involves

Below is the list of responsibilities:

• 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.
• Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
• Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
• 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.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
• Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
• Act as a secondary point of contact for all occupants, in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.

Client

You will be working on Rivali park 2, which is a Residential Site located at Borivali ( West)

Reporting

You will be reporting to Property Manager.

Location

On-site -Mumbai, MH

Scheduled Weekly Hours

54

At Brightstone, we're committed to redefine residential property management across India through innovation, expertise and our drive for excellence. Our people are our greatest asset when it comes to achieving this - professionals who bring passion and precision to every aspect of residential property management.