Job Description

I. Client Communication and Relationship Management (The Core Role)

Primary Point of Contact:

Act as the main liaison between the client and the internal design/project teams, ensuring a smooth flow of communication throughout the project lifecycle (from initial inquiry to project handover).

Query Resolution:

Respond promptly and professionally to all client inquiries, concerns, and complaints via phone, email, and in-person meetings.

Client Feedback:

Proactively collect, document, and analyze client feedback at various project stages to identify areas for improvement in design and service delivery.

Expectation Management:

Clearly communicate project timelines, scope changes, and fee structures to clients, ensuring their expectations are realistic and aligned with the project agreement.

Post-Project Follow-up:

Conduct follow-up calls or surveys after project completion to ensure client satisfaction and foster long-term relationships for potential referrals or future work.
II. Sales Support and Lead Qualification

Inbound Lead Handling:

Manage incoming calls and emails from potential clients, providing a warm and professional first impression of Arc Space Concept Studio.

Lead Qualification:

Conduct initial screening of leads to understand their basic requirements (project type, size, budget, timeline) and determine if they are a good fit for the firm's services before handing them off to the design or sales team.

Information Dissemination:

Provide detailed information about the firm's portfolio, design philosophy, process, and service offerings.

Appointment Scheduling:

Schedule and confirm consultation appointments for the Principal Architect or design team with qualified leads.
III. Documentation and CRM Management

Record Keeping:

Maintain accurate and detailed records of all customer interactions, correspondence, and status updates in the firm's Customer Relationship Management (CRM) system or project management software.

Reporting:

Generate regular reports on customer service metrics, common complaints, and client satisfaction levels for management review.

Documentation Support:

Assist in preparing and organizing initial client-facing documents, such as welcome kits, service agreements, and project kick-off agendas.
IV. Coordination and Internal Communication

Internal Liaison:

Effectively communicate client needs, preferences, and feedback to the design, engineering, and site execution teams.

Update Management:

Ensure the client is regularly updated on the project's progress, potential delays, and milestones achieved.

Issue Escalation:

Promptly escalate complex technical or design-related client issues to the appropriate internal personnel for resolution, and follow up to ensure a timely response is delivered to the client.
Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement
Ability to commute/relocate:

Manjeri, Kerala: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Required)
Experience:

Customer relationship management: 2 years (Required) Customer acquisition: 1 year (Required) Leadership: 1 year (Required)
Language:

English (Required) Malayalam (Required)
Work Location: In person