Position:
Assistant Manager / Manager – Client Escalation & Resolution
Place of Posting:
Bengaluru
Reports To:
Senior Manager / Head – Customer Experience
Educational Background:
- Graduate in any discipline.
- MBA/Postgraduate preferred.
Work Experience:
- 5–10 years of experience in Customer Experience, CRM, Operations, or Client Escalation within the real estate industry.
- Experience with residential real estate developers is preferred.
- Strong understanding of the booking-to-possession customer journey and RERA regulations.
Personal Attributes:
- Excellent customer handling, conflict resolution, and communication skills.
- Solid stakeholder management and problem-solving abilities.
- Proficiency in MS Excel, PowerPoint, MIS reporting, and CRM systems (Salesforce/Dynamics 365 preferred).
- Customer-focused with the ability to manage high-priority escalations professionally.
Responsibilities:
- Manage and resolve customer escalations across multiple channels while ensuring timely closure.
- Act as the single point of contact for critical and high-priority customer issues.
- Coordinate with Sales, CRM, Legal, Finance, Projects, Registration, and other internal teams for effective resolution.
- Analyze escalation trends, prepare MIS reports, and recommend corrective actions.
- Ensure compliance with company policies, RERA guidelines, and service quality standards.
- Drive continuous process improvements to enhance customer experience and reduce repeat escalations.