Job Description

Job Title: Customer Relationship Manager / Help Desk

Executive

Location:

Andheri, Mumbai

Department:

Facility Management / Operations Support

Reports To:

Operations Manager / Facility Head

Experience:

2-5 years in Facility Management, Customer Service, or

Client Coordination

Education:

Graduate in any discipline (Hospitality / Business

Administration, Real Estate preferred)

Job Summary:

The Customer Relationship Manager / Help Desk Executive acts as the primary point of

contact between clients, site teams, and internal departments. The role focuses on handling

client queries, logging service requests, monitoring resolution timelines, and ensuring overall

customer satisfaction within Captain Clean's Facility Management services.

Key Responsibilities:

Client Communication & Relationship Management:

? Serve as the first point of contact for client inquiries, complaints, and service

requests.

? Build and maintain strong relationships with clients to ensure satisfaction and

retention.

? Coordinate with internal departments (housekeeping, maintenance, pest control, etc.)

to ensure timely issue resolution.

? Conduct regular follow-ups with clients to gather feedback and ensure service

quality.

Help Desk Operations:

? Log all service requests, complaints, and maintenance issues in the help desk

system.

? Assign tasks to concerned departments and monitor progress until closure.

? Maintain updated records of complaints, resolutions, and turnaround times (TAT).

? Generate daily, weekly, and monthly reports for management review.

Coordination & Support:

? Assist Operations and Facility Managers with site-level communication and

documentation.

? Support in planning and implementing client engagement activities.

? Escalate unresolved or recurring issues to higher management for corrective action.

? Ensure adherence to service-level agreements (SLAs) and company standards.

Skills & Competencies:

? Excellent communication and interpersonal skills.

? Strong client-handling and problem-solving abilities.

? Good command over MS Office, CRM tools, or help desk software.

? Ability to multitask and work under pressure.

? Professional attitude and commitment to customer satisfaction.

? Good understanding of facility management services (preferred).

Work Environment:

? Office-based role with regular coordination with site teams.

? May require occasional site visits or client meetings.

Job Type: Full-time

Pay: ₹23,000.00 - ₹26,000.00 per month

Work Location: In person