Customer Support Executive (CRM)

The CRM Manager will be responsible for managing and optimizing the company's

Key Responsibilities

• Client Relationship & Service Management
• Act as the primary escalation point for client concerns across assigned offices
• Ensure timely follow-up, resolution, and closure of client complaints
• Maintain strong post-handover client coordination to ensure smooth operations
• Track client satisfaction levels and address recurring service gaps
• CRM Operations & Complaint Management
• Ensure all client complaints and requests are logged accurately in the CRM portal
• Monitor complaint status, progress updates, and closure timelines
• Review CRM data regularly to ensure accuracy, completeness, and compliance
• Drive CRM adoption and best practices across the team.
• Site Inspections & Quality Control
• Oversee daily and periodic site inspections for cleanliness, upkeep, and service
  
  

quality

• Ensure pre-handover readiness including cleaning, infrastructure, and service
  
  

arrangements

• Prepare, review, and close snag lists in coordination with internal teams post-
  
  

handover

• Conduct surprise audits and ensure adherence to service standard
• Maintenance & Vendor Coordination
• Coordinate with maintenance teams for task allocation and issue resolution
• Monitor maintenance activities and ensure SLA compliance
• Liaise with vendors to resolve service-related complaints effectively
• Coordinate with building management teams to maintain operational efficiency
• Financial & Documentation Control
• Oversee monthly Maintenance, Repair & Operations (MRO) expense tracking
• Ensure accuracy and compliance in expense documentation
• Coordinate with IFS/Finance teams for raising Purchase Orders (POs)
• Maintain proper records of POs, invoices, and vendor documentation
• Sales & Leasing Support
• Support sales and leasing teams during client visits and site walkthroughs
• Ensure smooth coordination, documentation, and readiness of sites
• Provide operational inputs during pre-sales and leasing discussions
• Team Coordination & Leadership
• Guide and support CRM team members to ensure consistent service delivery
• Foster collaboration and teamwork within the CRM function
• Provide on-job guidance and ensure role clarity within the team
• Monitor performance and share feedback with management
• Reporting & Management Updates
• Prepare periodic MIS and operational reports for management
• Share insights on client satisfaction, complaint trends, and service performance
• Highlight risks, challenges, and areas for process improvement
• Recommend system or process enhancements based on data analysis
• Communication & Brand Support
• Support client communication initiatives such as posters, signage, and handbooks
• Coordinate media and branding requirements using tools like MS Office and Canva
• Ensure consistent and professional communication across client-facing materials
  
  

Skills & Competencies

• Excellent coordination and stakeholder management skills
• Analytical mindset with attention to detail
• Leadership, problem-solving, and decision-making abilities
• Strong understanding of CRM systems (Zoho, Qandle, or similar)