Assistant Manager - CRM - (Real Estate- Facilities)

Key Responsibility Areas of job: CRM

CRM role in residential societies facility management, with a focus on customer complaint resolutions, escalations management, regular customer engagement, meetings with key stakeholders and RWAs, feedback mechanisms, and implementation:

1. Customer Complaint Resolution: Ensure prompt and effective resolution of all facility-related complaints raised by residents, maintaining high satisfaction levels.

2. Escalations Management: Handle escalated issues with urgency and professionalism, ensuring they are resolved satisfactorily and in a timely manner.

3. Regular Customer Engagement: Conduct regular interactions with residents through surveys, meetings, and feedback sessions to understand their needs and concerns regarding facility management.

4. Meeting with Key Stakeholders and RWAs: in coordination of facility operations team, Organize and participate in meetings with Resident Welfare Associations (RWAs), key stakeholders, and committees to discuss facility management issues and improvement opportunities.

5. Feedback Implementation: Actively analyse feedback received from residents and stakeholders to identify trends and areas for improvement and implement appropriate actions.

6. Service Quality Assurance: continuous connect with facility team to monitor and basis the client feedback maintain high standards of service delivery across all facilities, ensuring adherence to agreed service levels and standards.

7. Conflict Resolution: Facilitate and mediate in conflicts related to facility management between residents, ensuring fair and prompt resolutions.

8. Communication Management: Manage effective communication channels to keep residents informed about maintenance schedules, service disruptions, and improvements in facility management.

9. Reporting and Documentation: Prepare and maintain comprehensive reports on complaint resolution metrics, feedback analysis, service performance, and improvement initiatives for management review.

10. Experience with Salesforce is a plus.

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These KRAs are designed to ensure effective management of residential facilities, promote resident satisfaction, and drive continuous improvement in facility management practices through proactive engagement and responsive service delivery.