Job Description:

Job Overview:

The Customer Relationship Manager (CRM) will be responsible for managing customer interactions and resolving issues related to billing, escalations, and overall customer satisfaction (CSAT). The role involves working closely with various internal teams, ensuring timely billing processes, handling customer complaints, and continuously improving the customer experience to maintain high CSAT scores.

Key Responsibilities:

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Billing & Invoicing Management:
- Oversee and manage the entire billing process for customers, ensuring accuracy in invoices, payments, and financial records.
- Coordinate with the finance team to resolve any discrepancies related to billing and payment issues.
- Ensure that billing information is accurately recorded and maintained in the CRM system.

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Customer Escalations Management:
- Act as the primary point of contact for customers facing issues related to billing, property concerns, or service delivery.
- Handle customer complaints and escalations professionally and resolve issues in a timely and effective manner.




- Collaborate with internal teams (e.g., Sales, Legal, Finance, Property Management) to resolve complex issues that cannot be addressed at the first level of support.

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Customer Satisfaction & CSAT:
- Regularly monitor customer satisfaction levels through surveys, feedback, and CSAT scores, taking proactive steps to address concerns.
- Analyze CSAT reports to identify recurring issues or areas for improvement in service delivery.
- Implement strategies to improve customer satisfaction, ensuring all interactions lead to positive outcomes.

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Process Improvement & Reporting:
- Regularly review billing and customer service processes to identify areas for improvement in efficiency and customer experience.
- Prepare reports on customer escalations, billing issues, and CSAT performance, providing actionable insights to the management team.
- Work with management to implement process changes that reduce cu

📌 Customer Relationship Manager (Kolkata)
🏢 RECEX
📍 Kolkata