Job Description Escalations Manager

Location - Lower Parel

The Escalations Manager will lead resolution of critical customer escalations received through management channels, social media, email, and other sensitive forums. The role requires robust experience in real estate CRM processes, cross-functional stakeholder management, and working knowledge of RERA/MahaRERA guidelines to ensure timely, compliant, and customer-focused resolution.

Key Responsibilities:

- Manage all high-priority customer escalations across management channels, social media, email, and regulatory-sensitive forums.
- Own end-to-end resolution, ensuring timely response, clear action plans, customer updates, and closure within agreed timelines.
- Coordinate with CRM, Legal, Sales, Projects, Finance, Registration, Collections, and Facility Management teams for case resolution.
- Review agreements, payment status, possession records, service history, and commitments to drive fact-based decisions.
- Handle sensitive customer communication with empathy, professionalism, and strong conflict-resolution skills.
- Track escalations in CRM systems, prepare management MIS, analyse trends, and drive corrective actions.




- Ensure all resolutions and communication are aligned with applicable RERA/MahaRERA guidelines and internal governance standards.

Qualifications and Experience:

- Graduate in any discipline; postgraduate qualification preferred.
- 812 years of experience in CRM, customer service, or escalation management, preferably in real estate.
- Strong understanding of real estate CRM processes from booking to possession and post-possession service.
- Hands-on experience in handling management escalations, social media complaints, and sensitive customer cases.
- Good working knowledge of RERA/MahaRERA guidelines and regulatory-sensitive communication.
- Proficiency in CRM tools, MIS reporting, and case-tracking systems.

Key Skills and Competencies:

- Strong stakeholder management and cross-functional coordination.
- Excellent written and verbal communication.
- Problem-solving and decision-making under pressure.
- Customer empathy with sound commercial and legal awareness.
- Strong analytical and documentation skills.

Interested candidates, please share your updated resumes @ [email protected]

📌 Escalation Manager (Mumbai)
🏢 PRL Developers
📍 Mumbai