CRM Executive

Position: Customer Relationship Manager (CRM)

Industry: Facility Management / Residential Property Management

Location: High-Rise Residential Society

Experience: 2–5 Years

Employment Type: Full-Time

Job Summary

We are looking for an experienced Customer Relationship Manager (CRM) to manage resident/client relationships at a high-rise residential society. The CRM will be responsible for site coordination, handling resident complaints, coordinating with the Helpdesk and internal departments, monitoring complaint resolution, and ensuring high levels of resident satisfaction.

The candidate should have strong communication and coordination skills and the ability to manage multiple issues simultaneously while maintaining professional relationships with residents, clients, and site teams.

Key Responsibilities

• Manage day-to-day CRM and resident relationship activities at the residential society.
• Act as the primary point of contact for residents/clients regarding service-related concerns.
• Coordinate closely with the Helpdesk team for registration, tracking, escalation, and closure of complaints.
• Monitor all complaints and service requests to ensure timely resolution within defined TAT/SLA.
• Coordinate with housekeeping, security, technical, maintenance, horticulture, and other site teams for issue resolution.
• Regularly follow up on pending complaints and ensure proper closure with resident confirmation/feedback.
• Visit and monitor the site regularly to understand operational issues and resident concerns.
• Handle resident grievances professionally and maintain a customer-focused approach.
• Escalate critical or unresolved issues to the Facility Manager/management with proper details and follow-up.
• Maintain records and reports of complaints, escalations, pending issues, and resolutions.
• Conduct regular coordination with the Helpdesk and site operations team to identify recurring complaints.
• Support the Facility Manager in improving resident satisfaction and overall service quality.
• Coordinate with vendors and service providers whenever their involvement is required for complaint resolution.
• Ensure proper communication of updates, delays, and resolution status to residents.
• Collect resident feedback and identify areas for improvement in facility services.
• Assist in preparing daily/weekly/monthly CRM and complaint-related MIS reports.
• Ensure professional behaviour and proper communication standards are maintained by the site team while interacting with residents.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer service and grievance-handling abilities.
• Good coordination and follow-up skills.
• Ability to manage pressure and handle difficult residents professionally.
• Good knowledge of Helpdesk/CRM complaint management systems.
• Basic knowledge of residential facility management operations.
• Good computer skills, including MS Excel, Word, email, and reporting.
• Strong problem-solving and escalation-management skills.
• Ability to coordinate with multiple departments and site teams.

Preferred Experience

• Experience in high-rise residential societies, facility management, property management, hospitality, or customer relationship management.
• Candidates with experience in handling resident complaints and coordinating with Helpdesk and facility teams will be preferred.

Key Performance Areas (KRA)

• Timely closure of resident complaints.
• Compliance with complaint TAT/SLA.
• Resident satisfaction and feedback.
• Effective coordination with Helpdesk and site departments.
• Reduction in pending and repeat complaints.
• Quality and accuracy of CRM/MIS reporting.
• Effective handling of escalations and critical resident issues.