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Customer Relations Manager

4 weeks ago

Lahore, Punjab, Pakistan Salman Developers Full time

Job description

Job Title: Customer Relations Manager

Location: Grand Square Mall, Gulberg, Lahore

Employment Type: Full-time

Job Summary:

The Customer Relations Manager at Grand Square Mall is responsible for ensuring a seamless and exceptional experience for tenants, visitors, and stakeholders across the multi-purpose high-rise property, which includes commercial, residential, retail, and office spaces. The role involves managing customer service operations, resolving concerns, fostering tenant satisfaction, and implementing engagement initiatives to enhance the overall environment of the property.

Key Responsibilities:

  1. Tenant & Visitor Relations: Serve as the primary contact for tenants, residents, and visitors, addressing inquiries, complaints, and service requests promptly. Ensure all interactions are welcoming and professional.
  2. Customer Service Oversight: Manage the concierge and front desk teams, ensuring high service standards and efficient daily operations. Develop and enforce customer service protocols for security, maintenance, and administrative staff.
  3. Conflict Resolution & Complaint Management: Investigate and resolve escalated concerns, coordinating with property management, security, and vendors. Maintain detailed records for reporting and trend analysis.
  4. Stakeholder Coordination: Liaise between tenants, property management, leasing teams, and third-party service providers to ensure smooth operations. Conduct regular check-ins to assess satisfaction and needs.
  5. Community Engagement & Retention: Organize and promote events, newsletters, or initiatives to foster community engagement, such as holiday gatherings and tenant appreciation programs. Use feedback mechanisms to identify areas for improvement.
  6. Policy & Process Improvement: Develop and update customer service policies, emergency protocols, and communication guidelines. Monitor service performance metrics and suggest enhancements.
  7. Move-In/Move-Out Coordination: Assist new tenants with onboarding and facilitate smooth move-out processes, including feedback collection and exit procedures.

Qualifications & Skills:

  • Bachelor's degree in Business Administration, Hospitality, Property Management, or related field.
  • At least 3 years of experience in customer relations, property management, or high-end hospitality.
  • Exceptional interpersonal, negotiation, and conflict-resolution skills.
  • Proficiency in CRM software, property management systems, and Microsoft Office.
  • Ability to multitask in a fast-paced environment with diverse stakeholders.

Benefits & Salary: Competitive salary and other benefits according to company policy.

Industry: Real Estate

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