Manager CRM and CSR


COMPANY: Embassy Office Parks Management Services Pvt Ltd

Key Responsibilities:

  • Oversee the customer relationship initiatives across all the cities.
  • Set reasonable customer satisfaction goals and work with the Leasing and Ops team to meet them on a consistent basis.
  • Interact with key customers on a regular basis, responding to their questions and guiding them to the appropriate teams.
  • Responsible for overall Customer Service Delivery and Customer Engagement Process for the REIT portfolio.
  • Knowledge Management: Responsible to capture tacit knowledge and best practices to provide insights for process excellence and domain competence.
  • Capture and validate Metrics / MIS provided by the team.
  • Plan and manage the customer support operational strategies of the day to day operations, resource allocation.
  • Implement a consistent and clear vision of the Customer relationship Management structure to enable continued growth and development.
  • Ensure proactive communication with internal and external stakeholders/ service providers.
  • Create and drive surveys to gather feedback & identify areas for improvement, like customer satisfaction surveys.
  • Taking ownership of the more serious complaints and ensuring that the client queries have been addressed.
  • Adhere to all company policies and procedures like reviewing current Customer Service processes, challenging and suggesting improvements where necessary.
  • Develop processes & SOPs to improve efficiency.
  • Initiate and drive new ideas that would help improve the process.
  • Developing feedback or complaints procedures for customers to use.
  • Improving customer service procedures, policies and standards for the organization or department.
  • Work with Group CSR Team for Corporate Connect and Community Outreach programs with the tenants.

Qualifications and Work Experience:

  • Any graduate with 6-9 yrs experience in CRE/CRM

Knowledge, Skills and Competencies:

  • Ability to prioritize and manage multiple tasks.
  • Ability to build and strengthen partnerships – Engage and collaborate effectively with service partners.
  • Awareness of industry best practices and latest trends.
  • Awareness and understanding of commercial, legal and regulatory aspects.
  • Handson ability to drive and address complex issue in very short span to ensure business continuity at all times.
A valid email address is required.
A valid phone number is required.