Job Description – CRM Executive (Site Visit) – Facility Management Industry
Job Title: CRM Executive – Site Visit
Industry: Facility Management Services (FMS)
Location: As per company requirements
Job Summary
We are looking for a proactive and customer-focused CRM Executive to manage client relationships through regular site visits. The candidate will ensure smooth facility operations, address client concerns, maintain service quality, and coordinate with internal teams to achieve high customer satisfaction.
Key Responsibilities
- Conduct regular site visits as per the assigned schedule.
- Build and maintain strong relationships with clients.
- Understand client requirements and ensure timely resolution of complaints.
- Coordinate with Operations, HR, and Maintenance teams for issue resolution.
- Monitor housekeeping, security, technical, and support staff performance at client sites.
- Prepare and submit daily site visit reports with photographs and observations.
- Ensure SLA (Service Level Agreement) compliance at all assigned sites.
- Conduct client feedback meetings and maintain satisfaction records.
- Follow up on pending issues until closure.
- Support client retention by ensuring consistent service quality.
- Identify opportunities for additional services and communicate them to the sales team.
- Maintain proper documentation of client communications, complaints, and resolutions.
- Escalate critical issues to management when required.
Required Skills
- Excellent communication and interpersonal skills.
- Strong client relationship management abilities.
- Problem-solving and conflict-resolution skills.
- Good knowledge of MS Excel, Word, and CRM software.
- Ability to travel extensively for site visits.
- Time management and reporting skills.
Qualification
- Bachelor's Degree in any discipline.
- MBA or relevant certification is an added advantage.
Experience
- 2–5 years of experience in Client Relationship Management, preferably in the Facility Management, Security Services, or Manpower Industry.
Preferred Candidate Profile
- Experience handling corporate clients, commercial buildings, residential societies, or industrial sites.
- Ability to coordinate with multiple departments.
- Customer-centric approach with excellent follow-up skills.
- Own two-wheeler and willingness to travel for regular site visits.
Key Performance Indicators (KPIs)
- Number of scheduled site visits completed.
- Client satisfaction and feedback scores.
- Complaint resolution TAT (Turnaround Time).
- SLA compliance across assigned sites.
- Client retention and renewal support.
- Timely submission of site visit reports.
- Reduction in repeat complaints.
- Coordination efficiency with operations and support teams.
Pay: ₹30,000.00 - ₹50,000.00 per month
Application Question(s):
- How many years of experience do you have ?
- What is your current ctc ?
Work Location: In person
