Customer Relationship Manager

Jones Lang LaSalle (JLL); Mumbai; On-site; INR 335,000 - 614,000; Full time

Job summary

Jones Lang LaSalle (JLL) is seeking a Customer Relations role at Rivali Park 2, Mumbai, to manage on-site tenant interactions and ensure high-quality service delivery. The position focuses on incident resolution, stakeholder communication, and daily operational oversight.

The successful candidate will handle inquiries, coordinate with departments, and ensure adherence to TATs and JLL policies, contributing to resident satisfaction and property value.

Qualifications

• Experience handling customer inquiries and complaints at a property/site
• Strong communication and interpersonal skills
• Ability to coordinate with multiple departments for service delivery

Responsibilities

• Handle calls and emails from clients to close complaints and inform stakeholders
• Take ownership of requests and ensure resolution within TAT
• Monitor the helpdesk and customer service staff regularly
• Conduct site rounds and report lapses to the relevant team
• Carry out customer feedback surveys and share reports with management
• Coordinate with other departments to improve service delivery
• Handle emergencies per JLL policies and liaise with authorities when needed
• Act as a secondary contact for occupants in escalations
• Prepare and approve the helpdesk work schedule to maintain optimal property operations

Skills

Customer service

Communication

Complaint resolution

Tools

CRM software

Job description

Job Summary

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.

Your day to day activities will involve:

• 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

Rivali park 2, a Residential Site located in Mumbai

Reporting

You will be reporting to Property Manager.

Location

Mumbai

Scheduled Weekly Hours

54

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.