Job Description – Customer Relationship Manager (CRM)Job Title:
Customer Relationship Manager (CRM)
Department: Customer Relations
Location: Chennai
Experience: 2–5 Years
Employment Type: Full-Time
Job Summary
We are seeking a proactive and customer-focused Customer Relationship Manager (CRM) to manage client relationships from project initiation to completion. The ideal candidate will ensure excellent customer service, timely communication, issue resolution, and a seamless customer experience throughout the project lifecycle.
Key Responsibilities
- Act as the primary point of contact for clients throughout the project.
- Build and maintain strong, long-term relationships with customers.
- Coordinate with the Sales, Design, Projects, Accounts, and Purchase teams to ensure smooth project execution.
- Keep clients informed about project progress, timelines, and milestones.
- Handle customer inquiries, concerns, and complaints professionally and ensure timely resolution.
- Schedule and conduct regular follow-up calls and meetings with clients.
- Maintain accurate customer records, communication logs, and project updates in the CRM system.
- Monitor customer satisfaction and gather feedback for continuous improvement.
- Coordinate project handover and ensure all documentation is completed.
- Assist in warranty support and post-project customer service.
- Prepare daily, weekly, and monthly CRM reports for management.
- Identify opportunities for repeat business and customer referrals.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Civil Engineering, or a related field.
- 1–4 years of experience in Customer Relationship Management, preferably in the construction, interior, or real estate industry.
- Proficiency in Microsoft Office and CRM software.
- Excellent verbal and written communication skills in English and Tamil.
- Strong interpersonal, negotiation, and problem-solving skills.
- Ability to manage multiple clients and prioritize tasks effectively.
Key Skills
- Customer Relationship Management
- Client Communication
- Complaint Resolution
- Project Coordination
- CRM Software
- Documentation & Reporting
- Time Management
- Team Collaboration
- Conflict Resolution
- Microsoft Excel & Office Suite
Preferred Skills
- Experience in construction, interior fit-out, or real estate projects.
- Knowledge of project lifecycle and customer handover processes.
- Ability to work under pressure and meet deadlines.
Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer Response Time
- Complaint Resolution Time
- On-Time Project Communication
- Customer Retention & Referral Rate
- Accuracy of CRM Records
- Timely Submission of Reports
Salary
As per company standards and candidate experience.
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
