Job Description

Job Title: Customer Relationship Manager / Help Desk Executive

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:

Experience: 2-4 years in Facility Management, Customer Service, or Client

CoordinationEducation: Graduate in any field is preferred (Hospitality / Business Administration, Real Estate )

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).

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person