Job Description

Job Title: Assistant Manager - Customer Support

Industry: Real Estate

Job Summary:

The Assistant Manager - Customer Support will be responsible for ensuring a high-quality customer experience by managing post-sales services, addressing client queries, coordinating with internal teams, and maintaining long-term client relationships. This role involves handling customer escalations, ensuring timely resolution, and enhancing customer satisfaction in alignment with company standards.

Key Responsibilities:

Manage and lead the customer support team to deliver prompt and professional responses to client queries. Handle customer escalations related to property bookings, payments, documentation, possession, and after-sales services. Maintain strong communication with customers to ensure smooth resolution of complaints and queries. Coordinate with Sales, CRM, Legal, Projects, and Accounts teams to resolve customer concerns effectively. Monitor and track customer issues through CRM tools and ensure timely closure within defined SLAs. Assist in drafting and reviewing customer communications, agreements, and payment schedules. Conduct periodic follow-ups with clients to enhance customer engagement and retention. Prepare regular reports on customer feedback, complaint status, and resolution metrics for management review. Ensure compliance with company policies, RERA guidelines, and industry regulations in all customer interactions. Identify opportunities to improve customer experience and suggest process improvements. Train and guide team members on effective customer service practices.

Key Skills & Competencies:

Strong interpersonal and communication skills (verbal & written). Customer-first mindset with problem-solving abilities. Proficiency in CRM systems and MS Office (Excel, Word, PowerPoint). Ability to handle high-pressure situations and multiple escalations simultaneously. Knowledge of real estate processes, documentation, RERA, and customer lifecycle management. Team management and leadership skills. Strong analytical and reporting abilities.

Qualifications & Experience:

Graduate/Postgraduate (MBA preferred) in Business Administration, Customer Relationship Management, or a related field. 4-7 years of experience in customer support/customer relationship management, preferably in the real estate industry. Prior experience in handling escalations, possession-related issues, and post-sales customer interactions is highly desirable.

Work Conditions:

Location: Banjara Hills Working Days: 6 Days a Week (may include weekends based on client requirements). Reporting to: Customer Support Manager / Head - CRM. Gender: Male/Female Preferrably from Real Estate Industry.

For further details get in touch with the HR @ 9133367000 (10am to 5 pm only Mon- Sat)

Job Type: Full-time

Pay: ₹40,000.00 - ₹45,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person