Job Summary
We are looking for a Customer Relationship Manager (CRM) to act as the primary point of contact between the facility management team and clients/residents. The role is responsible for ensuring excellent customer experience, timely resolution of complaints and service requests, effective coordination with operations teams and vendors, and compliance with agreed SLAs and KPIs.
The CRM will work closely with Maintenance, Housekeeping, Security, Engineering, Finance, Procurement and Facility Operations teams to ensure smooth service delivery and high customer satisfaction. These responsibilities are consistent with current FM CRM roles, which emphasize complaint tracking, work-order coordination, customer follow-up, SLA performance and reporting. IIndeed+2
Key Responsibilities
- Act as the primary contact for clients, residents, tenants and occupants for facility-related queries, complaints and service requests.
- Receive, record, track and close customer complaints through CRM, email, phone, apps or other communication channels.
- Ensure all service requests are addressed within the agreed Turnaround Time (TAT) and SLA.
- Coordinate with Maintenance, MEP, Housekeeping, Security, Landscaping, Engineering and other operational teams for issue resolution.
- Generate and follow up on work orders with internal teams and external vendors.
- Keep customers informed about the status, expected completion time and resolution of their requests.
- Handle customer escalations professionally and ensure appropriate corrective action.
- Conduct regular customer/client interactions, feedback meetings and satisfaction surveys.
- Monitor customer satisfaction, complaint trends, recurring issues and service quality.
- Coordinate with vendors and contractors to ensure service quality and SLA compliance.
- Support move-in/move-out, inspections, handovers and other customer-facing activities where applicable.
- Maintain accurate customer records, complaint logs, service reports and communication history.
- Prepare daily, weekly and monthly MIS reports covering complaints, TAT, pending requests, escalations, customer feedback and SLA performance.
- Coordinate with Finance for billing-related customer queries, payment issues and service-related documentation.
- Support Facility Managers in client meetings, operational reviews and service improvement initiatives.
- Identify recurring service issues and recommend preventive/corrective actions.
- Assist in community engagement, customer events and initiatives designed to improve customer experience.
- Maintain confidentiality of customer and facility information.
Key Performance Indicators (KPIs)
- Customer satisfaction / CSAT
- Complaint resolution within agreed TAT
- SLA compliance
- Number of open and overdue complaints
- First-time resolution rate
- Escalation rate
- Customer retention / relationship health
- Quality of customer communication
- Vendor/service response time
- Accuracy and timeliness of MIS reports
For senior CRM roles, current FM job descriptions also commonly include client reviews, relationship retention, NPS/customer-health metrics, vendor SLA management and operational reporting. LLinkedIn+1
Required Qualifications & Skills
- Graduate degree in any discipline; a qualification in Facility Management, Hospitality, Business Administration, Engineering or Property Management is an advantage.
- 3–7 years of relevant experience in facility management, property management, hospitality, residential communities or customer relationship management.
- Excellent verbal and written communication skills.
- Strong customer-service and complaint-handling skills.
- Good coordination and stakeholder-management abilities.
- Strong follow-up and problem-solving skills.
- Good knowledge of MS Excel, Word, PowerPoint and email.
- Experience with CRM, ticketing systems, CAFM/CMMS or resident-management applications is preferred.
- Ability to prepare MIS reports and analyze customer/service data.
- Ability to handle difficult customers and escalations professionally.
- Good understanding of FM services, SLAs, KPIs and vendor coordination.
Preferred Candidate Profile
The ideal candidate should be customer-focused, proactive, well-organized and confident in dealing with clients and multiple operational teams. Experience in residential communities, commercial buildings, corporate facilities or integrated facility management will be an advantage. Current Bengaluru FM CRM openings similarly emphasize communication, complaint coordination, reporting, MS Office and coordination with maintenance and other site teams. FFoundit
Employment Details
Employment Type: Full-time
Work Location: On-site
Working Days: 6 days / week, as per site requirements
Shift: As per facility operational requirements
Pay: ₹22,000.00 - ₹26,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund
Work Location: In person
