Customer Relationship Manager

Job Description:

Role Overview:

The Customer Relationship Manager will serve as the main coordinator between our client and its customers post initial booking. The role includes managing customer relationships, coordinating project progress, and ensuring smooth follow-up of all remaining payments across different project stages. This position combines admin responsibilities with active client management and may offers in future performance-based monthly incentives for successful project handovers.

Key Responsibilities:

1. Customer Relationship & Payment Coordination:

• Engage with clients after the sales team collects the booking amount
• Personally follow up for the remaining three stages of payment:
  • Manufacturing Advance
  • Pre-dispatch Payment
  • Final Handover Payment
• Maintain professionalism while handling queries, delays, and expectations
• Ensure a smooth and confident customer experience throughout the process

2. Incentive-Based Project Monitoring:

• Track and document all ongoing projects and handovers
• Incentive will be paid monthly based on the number of completed (handed over) projects

3. Admin & Documentation Management:

• Organize and manage office records and digital documents
• Ensure accurate documentation is sent to and collected from clients, including receipts, site prep sheets, and handover forms

4. Communication Management:

• Handle all incoming calls on the company’s main number
• Serve as the central point of contact for customer interaction and internal team coordination
• Relay daily updates and summaries to the Managing Director

5. CRM & Google Workspace Tools:

• Operate the company’s CRM platform (training provided)
• Use Google Sheets for maintaining tracking records and schedules

6. Internal Process Support:

• Support internal teams by ensuring that they are following standard operating procedures for project execution
• Raise flags to management in case of issues or irregularities

Growth & Review:

The company highly values this role and its contribution to customer satisfaction. A performance and salary review will be conducted after 6–12 months based on work efficiency, communication skills, and project coordination results.