Customer Relationship Manager

Overview

Manage resident relations, resolve issues, and ensure satisfaction in residential condos.

Key Responsibilities

• emergency response
• maintenance coordination
• resident feedback
• lease administration
• helpdesk monitoring
• compliance

Tasks

-Emergency Response: Acting as a point of contact during emergency situations, coordinating with appropriate authorities, and ensuring residents receive timely and accurate information. -Act as a secondary point of contact for all occupants, in case of client escalation. -Get the apartments ready from Projects as per customer’s satisfaction at the time of possession, follow up CRM team projects for customer possession dates. -Resident Feedback: Collecting and analyzing resident feedback to identify areas for improvement in services, facilities, and overall resident experience. -Compliance: Ensuring compliance with condominium rules, regulations, and policies, and educating residents about their responsibilities and obligations. -Maintenance Coordination: Coordinating and tracking maintenance and repair requests, ensuring timely resolution, and maintaining records of service history. -Conducting timely Customer Feedback Surveys and sharing the reports with the client/management. -Resident Events: Organizing and coordinating community events and programs to foster a sense of community and enhance resident engagement. -Lease Administration: Assisting with lease or rental agreement administration, including processing applications, conducting background checks, preparing lease documents, and collecting rent payments. -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. -Conflict Resolution: Resolving disputes or conflicts among residents, ensuring a conducive living environment and encouraging positive community interactions. -Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team. -Taking ownership of the request or complaint and ensuring they are handled effectively within TAT. -Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc. -Resident Satisfaction: Monitoring and measuring resident satisfaction levels through surveys or feedback mechanisms, implementing strategies to improve resident satisfaction and retention. -Monitoring the helpdesk and customer service executives on a regular basis. -Follow up for the complaints shown by customers at the time of possession & make sure timely closure. -A Customer Relationship Executive in the context of Residential Condominiums is responsible for managing and enhancing the relationship between the condominium property management and its residents. Their job description may include: -Resident Communication: Serving as the primary point of contact for residents, addressing inquiries, concerns, and requests in a prompt and courteous manner, either in person, via phone, or email. -Resident Services: Coordinating and overseeing various resident services, including move-in/move-out procedures, package delivery, maintenance requests, and amenity reservations. -Perform all work as assigned by the Property Manager as deemed necessary to maintain and operate the property at an optimum level. -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. -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. -Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services. -Handling tenant complaints or any crises, such as security issues or technical issues. -Managing and participating in events/parties/CSR activities, general maintenance and guest handling.

Requirements

• ms office
• flexible shifts
• meticulous
• analytical
• hospitality
• communication

What You Bring

-Basic understanding of operating computers, mobile application and MS Office (Excel, Word, PowerPoint, etc.) is also preferred. -Willingness to work in flexible shifts, weekends and holidays is an added advantage -Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.) -Meticulous and Being Analytical -You need to have a relevant educational background in hospitality with min 3-4 years of work experience OR 4-5 years of experience in Client/customer service facing roles. -Good Communication skills with fluency in English and Hindi language is a must

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About Jll

-Founded over 200 years ago, JLL has become a global leader in real estate services and investment management. -With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets. -JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios. -The company is known for its innovative solutions in real estate technology and sustainability. -Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory. -JLL has pioneered the integration of data-driven insights into real estate decision-making. -The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure. -Notable for its long-standing history, JLL continues to shape the global real estate landscape.

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