Customer Experience & Relationship Management
Location: Sector 63, Noida
About the Role
We are looking for a mature, customer-focused, and highly professional individual to manage customer experience, client coordination, visitor handling, feedback management, and customer escalations. The candidate will be responsible for ensuring a smooth and professional customer journey, from the first interaction to project completion. This role requires strong communication skills, emotional maturity, follow-up discipline, and the ability to coordinate effectively with sales, design, and operations teams.
Key Responsibilities:
1. Customer & Visitor Management
Welcome and assist walk-in customers professionally.
Manage visitor records, appointments, and customer meeting schedules.
Ensure customers are attended to promptly and guided to the right team.
Maintain a professional and welcoming customer-facing environment.
2. Customer Relationship Management
Conduct daily customer feedback calls and maintain feedback records.
Monitor customer satisfaction levels and identify areas of improvement.
Build strong relationships with customers through timely communication.
Track customer concerns and ensure closure within defined timelines.
3. Escalation Handling
Act as the first point of contact for customer complaints and escalations.
Coordinate with concerned departments to resolve customer issues effectively.
Follow up regularly until complete resolution is achieved.
Maintain escalation logs and share daily/weekly updates with management.
4. Communication & Coordination
Coordinate between customers and internal stakeholders.
Share project updates, appointment confirmations, and service-related information.
Ensure customers receive prompt and professional responses to their queries.
Support sales, design, and operations teams in customer communication whenever required.
5. Reporting
Maintain CRM records and customer databases.
Prepare daily reports on feedback, complaints, escalations, and resolutions.
Highlight critical customer concerns to management proactively.
Required Skills & Qualifications
Must Have
3+ years of experience in CRM
Mature personality with a calm and professional approach.
Ability to manage difficult customer situations effectively.
Good follow-up and coordination skills.
Basic knowledge of Excel, Google Sheets, and CRM software.
Bachelor’s degree in any discipline.
Excellent communication skills in Hindi and English.
Preferred
Experience in Interior Design, Home Improvement, Real Estate, Hospitality, or Service Industry.
Experience in handling customer escalations and customer retention.
Familiarity with customer feedback management processes.
About the Company — Opalspace (A Lorryzone Group Venture)
Opalspace is the premium interior design and smart home solutions brand under the umbrella of Lorryzone Group, a diversified Indian conglomerate with interests across:
Interior Design & Turnkey Smart Homes
Enterprise IT Services
Healthcare Industry
B2B Fleet & Warehouse Branding Solutions
Over the last decade, the group has worked with 150+ companies, spanning industries such as logistics, healthcare, construction, education, SaaS, FMCG, fintech, and public infrastructure.
Opalspace was launched with a vision to redefine the way Indians design and experience their living spaces. Combining modular design, fast-track execution, and smart home automation, Opalspace has already delivered 150+ residential and commercial projects across Delhi NCR — offering a unique blend of speed, aesthetics, and innovation.
Now entering its scale-up phase, Opalspace is building its own modular factory and experience center in Noida, and planning regional expansion with strategic alliances and media visibility at the center of its growth strategy.
Pay: ₹25,644.78 - ₹43,000.00 per month
Benefits:
Work Location: In person
