Assistant Manager Client Escalation & Resolution

Position:

Assistant Manager / Manager Client Escalation & Resolution

Place of Posting:

Bengaluru

Reports To:

Senior Manager / Head Customer Experience

Educational Background:

• MBA/Postgraduate preferred.

Work Experience:

• 3+ years of experience in Customer Experience, CRM, Operations, or Client Escalation within the real estate industry.
• Experience with residential real estate developers is preferred.
• Strong understanding of the booking-to-possession customer journey and RERA regulations.

Personal Attributes:

• Excellent customer handling, conflict resolution, and communication skills.
• Strong stakeholder management and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, MIS reporting, and CRM systems (Salesforce/Dynamics 365 preferred).
• Customer-focused with the ability to manage high-priority escalations professionally.

Responsibilities:

• Manage and resolve customer escalations across multiple channels while ensuring timely closure.
• Act as the single point of contact for critical and high-priority customer issues.
• Coordinate with Sales, CRM, Legal, Finance, Projects, Registration, and other internal teams for effective resolution.
• Analyze escalation trends, prepare MIS reports, and recommend corrective actions.
• Ensure compliance with company policies, RERA guidelines, and service quality standards.
• Drive continuous process improvements to enhance customer experience and reduce repeat escalations.