Job Summary

We are looking for a Customer Relationship Manager (CRM) to act as the primary point of contact between the facility management team and clients/residents. The role is responsible for ensuring excellent customer experience, timely resolution of complaints and service requests, effective coordination with operations teams and vendors, and compliance with agreed SLAs and KPIs.

The CRM will work closely with Maintenance, Housekeeping, Security, Engineering, Finance, Procurement and Facility Operations teams to ensure smooth service delivery and high customer satisfaction. These responsibilities are consistent with current FM CRM roles, which emphasize complaint tracking, work-order coordination, customer follow-up, SLA performance and reporting. IIndeed+2

Key Responsibilities
- Act as the primary contact for clients, residents, tenants and occupants for facility-related queries, complaints and service requests.
- Receive, record, track and close customer complaints through CRM, email, phone, apps or other communication channels.




- Ensure all service requests are addressed within the agreed Turnaround Time (TAT) and SLA.
- Coordinate with Maintenance, MEP, Housekeeping, Security, Landscaping, Engineering and other operational teams for issue resolution.
- Generate and follow up on work orders with internal teams and external vendors.
- Keep customers informed about the status, expected completion time and resolution of their requests.
- Handle customer escalations professionally and ensure appropriate corrective action.
- Conduct regular customer/client interactions, feedback meetings and satisfaction surveys.
- Monitor customer satisfaction, complaint trends, recurring issues and service quality.
- Coordinate with vendors and contractors to ensure service quality and SLA compliance.
- Support move-in/move-out, inspections, handovers and other customer-facing activities where applicable.
- Maintain accurate customer records, complaint logs, service report

📌 Customer Relationship Manager (Whitefield)
🏢 Uniservice Apartment Solutions
📍 Whitefield