Job Description

Position: Customer Relations Executive (CRE)

Department: Customer Relations / Operations
Location: Wave One, Sector-18, Noida

Job Summary :

The Customer Relations Executive (CRE) is responsible for delivering exceptional customer service to tenants, visitors, clients and other stakeholders within the commercial, retail stores and corporate building. The role involves managing front-end customer interactions, handling complaints and service requests, coordinating with internal departments, and ensuring a seamless customer experience while maintaining the highest standards of professionalism.

Key Responsibilities

Customer Service & Relationship Management

- Provide prompt, courteous and professional assistance to tenants, visitors and corporate clients.
- Build and maintain strong relationships with tenants to ensure high levels of customer satisfaction.
- Act as the primary point of contact for customer inquiries, requests, and complaints.
- Ensure all customer interactions reflect the organization's service excellence standards.

Complaint & Service Request Management

- Register, track and resolve customer complaints through the Complaint Management System (CMS).
- Follow up with customers until issues are satisfactorily resolved.
- Maintain complaint records and prepare closure reports.

Tenant Coordination

- Conduct regular tenant interaction meetings and gather service feedback.
- Assist in tenant onboarding and orientation regarding building facilities and operational guidelines.

Front Office & Visitor Management

- Welcome and assist visitors with professionalism and courtesy.
- Coordinate visitor access with the Security team.
- Ensure reception and customer service areas remain presentable at all times.

Documentation & Reporting

- Maintain accurate records of customer interactions, complaints, feedback and service requests.
- Prepare daily, weekly and monthly MIS reports.




- Track customer satisfaction levels and recommend service improvement initiatives.

Coordination with Facility Teams

- Escalate unresolved issues to the Customer Relations Manager or Operations Head.
- Support emergency communication during incidents or building shutdowns.

Customer Experience

- Monitor overall customer experience within the premises.
- Conduct customer satisfaction surveys and analyze feedback.
- Recommend initiatives to improve tenant engagement and service quality.
- Ensure adherence to SOPs and Service Level Agreements (SLAs).

Required Qualifications

- Bachelor's degree in any discipline (Hospitality, Business Administration, or related field preferred).
- 13 years of experience in Customer Relations, Front Office, Facility Management, Hospitality, or Commercial Real Estate.
- Experience in Grade-A commercial buildings, malls, corporate parks, or mixed-use developments will be preferred.

Required Skills

- Excellent verbal and written communication skills.
- Solid customer service orientation.
- Excellent interpersonal and relationship management skills.
- Problem-solving and conflict resolution abilities.
- Good coordination and multitasking skills.
- Working knowledge of MS Office (Word, Excel, Outlook, PowerPoint).
- Knowledge of Complaint Management Systems (CMS) is an advantage.
- Ability to work under pressure while maintaining professionalism.

Key Competencies

- Customer Focus
- Communication Skills
- Teamwork
- Time Management
- Decision Making
- Attention to Detail
- Professional Grooming
- Positive Attitude
- Service Excellence
- Integrity and Confidentiality
- Customer Satisfaction (CSAT) Score
- Complaint Resolution Time
- Tenant Retention & Satisfaction
- Response Time to Service Requests
- Customer Feedback Ratings
- Accuracy of MIS Reports
- Number of Repeat Complaints
- Quality of Tenant Engagement

Preferred Industry Experience

- Commercial Office Buildings
- Corporate Parks
- IT/ITES Campuses
- Mixed-Use Developments
- Business Centres
- Premium Commercial Complexes
- Facility Management Companies

📌 Walk-in || Customer Care Executive, Guest Relation Executive (Noida)
🏢 G S Malls
📍 Noida