Customer Relationship Manager

Jones Lang LaSalle Incorporated; Mumbai; On-site; INR 420,000 - 540,000; Full time

Job summary

JLL's Rivali Park 2 residential site in Borivali (West), Mumbai, seeks a dedicated CRM professional to anticipate guest needs and resolve customer concerns while upholding the standards set by the company.

You will manage the on-site helpdesk, take ownership of requests, conduct daily rounds, collect feedback, coordinate with other departments, and report to the Property Manager to ensure exceptional resident experiences. This is a full-time, on-site role located in Mumbai.

Responsibilities

• Receiving calls and emails from clients to close complaints and communicate actions taken to stakeholders.
• Taking ownership of requests or complaints and ensuring they are handled within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• 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 a good customer experience and consolidated feedback reports.

Job description

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

You will be JLL’s front liner at the site for anticipating guest needs and resolving all customer related concerns. Your role is to ensure that customer service is maintained as per the standards set by the us.

• 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

Why join us

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.