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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. - Solid 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. .