Customer Relations Manager

Job Description

Roles & Responsibilities:

Common Area Maintenance:
Client Information System: Quarterly
In coordination with internal stake holders, prepare and present Quarterly report (key pointers as listed below) to Association on a quarterly basis; revert on any queries/ specifics requested by Association.
Follow up with residents for CAM collections
Consumption details of water, power & diesel – from APM Technical.
Details of manpower – from log book report
Status of works undertaken/ in progress in the property- from the weekly tracker report.
Status of vendor payments – Coordinate with ESPL-finance.
Snapshot of complaint management – from app.
Monthly:
To liase with all stake holders and prepare Monthly Information System (MIS) for the preceding month which captures key operational updates as:
Power, water, diesel consumption
Complaint management status
PPM completion status
Manpower status – actuals Vs deployed for the month
To ensure monthly MIS is shared with Association on or before 10th of every month.
Complaint Management:
To ensure all complaints/ issues notified by residents through phone calls/in person/any written mode is raised in incident management app, attended to promptly and resolved within the SLA (Service Level Agreement) period specified.
To function as a single point of contact (SPOC) for all resident needs / complaints about the maintenance of common area and minor repairs in villas.
To inform PM- technical on the complaints related to technical scope (basically equipment, seepages etc) registered in the app & co-ordinate for on-time resolution within SLA specified.

Other income (Move-in charges, Corpus etc):
To liase with residents & co-ordinate for move-in/move out charges in with coordination with other team members
To raise & share transfer charges, Move-in charges invoices etc with respective residents & co-ordinate for payments.

Data, Document & Stakeholder management:
To collate and ensure Annual General body meeting (AGM) records – notice, resolutions & MOM – are maintained in a single platform & easily retrievable. For reference by the committee
To raise Purchase request, post approval.
To attend weekly Procurement meetings to assess status of requests/ quotes etc.