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: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.

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 efficient 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.

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.

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 customer complaints and enhance customer loyalty.

Collaboration with Internal Teams:

• Work closely with the sales and marketing teams to ensure accurate customer data, seamless handovers, and effective communication.
• Coordinate with the legal team in resolving disputes related to billing or service agreements.
• Liaise with the property management team to address customer concerns related to property issues, delays, or amenities.

Customer Communication & Retention:

• Maintain proactive communication with customers throughout the lifecycle of their transactions, ensuring they are informed about billing updates, escalations, and resolutions.
• Build strong, long-term relationships with customers, aiming to improve customer retention and overall satisfaction.

Qualifications & Skills:Educational Qualification:

• Bachelorxe2x80x99s degree in Business Administration, Real Estate, Finance, or a related field.

Experience:

• Proven experience in a customer-facing role in real estate or property management (3+ years), with specific experience in handling billing, customer escalations, and CSAT monitoring.
• Experience working with CRM systems and customer service platforms.

Skills:

• Strong knowledge of real estate billing procedures, financial transactions, and invoicing.
• Excellent problem-solving skills, especially in resolving customer escalations and disputes.
• Expertise in managing CSAT scores and using customer feedback to improve service delivery.
• Exceptional communication, negotiation, and interpersonal skills.
• Proficiency in CRM and billing software tools, with the ability to train others on using them effectively.
• Strong organizational skills and attention to detail.

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