Customer Relations Manager

1. Job Purpose

To manage client relationships, ensure customer satisfaction, coordinate service delivery, and oversee billing, invoicing, outstanding payment follow-ups, and collection activities in coordination with Finance and Operations. The role will focus on timely resolution of client issues, accurate billing, reduction of outstanding receivables, and improvement in overall client experience.

2. Key Responsibilities

A. Client Relationship Management

• Act as the primary point of contact for clients regarding service delivery, billing queries, and operational concerns.
• Build and maintain strong client relationships to improve customer satisfaction and retention.
• Conduct periodic client meetings to review service performance, billing status, pending issues, and payment commitments.
• Coordinate with internal stakeholders to resolve client concerns and ensure effective communication.

B. Billing and Invoicing

• Coordinate with Operations and Finance to ensure timely preparation and submission of client invoices as per contractual terms.
• Verify billing inputs, manpower deployment data, attendance, approved rate cards, additional services, and other applicable charges before invoice processing.

C. Payment Follow-up and Collection

• Follow up with clients for timely payments against outstanding invoices in line with agreed credit terms.
• Maintain an updated ageing report of outstanding receivables and regularly monitor overdue payments.

D. Complaint Management and Service Delivery

• Register, track, and coordinate resolution of client complaints within defined turnaround times (TATs).
• Coordinate with site teams, regional operations, HR, and other stakeholders to resolve service-related issues.

E. MIS and Reporting

• Prepare daily, weekly, and monthly MIS reports covering:
• Client-wise billing and invoicing status.
• Invoices raised, pending, rejected, and disputed.
• Outstanding receivables and ageing analysis.
• Track billing and collection performance against defined targets.

4. Educational Qualification

• Graduate in Commerce, Business Administration, or a related discipline.
• MBA in Finance, Marketing, or Operations will be an added advantage.

5. Experience

• 3–6 years of experience in CRM, client servicing, billing, invoicing, accounts receivable, or collection management.
• Experience in Facility Management, Integrated Facility Services, Hospitality, or other B2B service industries will be preferred.