Azuro - Manager - Customer Relations - Property Management

- Azuro, a subsidiary of Square Yards, is India's largest organized rental and property management platform, providing a tech-enabled solution to streamline the entire rental lifecycle-from tenant search to move-out.

- Our platform ensures a hassle-free experience for homeowners and tenants by managing all property-related tasks with efficiency and transparency.

Role Overview:

- We are seeking a Manager - Customer Relations (Property Management) to lead our customer relations and on-ground operations team.

- This role involves managing property inspections, addressing maintenance issues, coordinating with tenants and property owners, and ensuring a seamless customer experience.

Key Responsibilities:

Team Management:

- Lead a team of supervisors to ensure on-ground service delivery.

Customer Relations:

- Build and maintain strong relationships with property owners and tenants, addressing any queries or concerns efficiently.

Property Maintenance:

- Coordinate with third-party contractors to manage property maintenance and repairs.

- Address maintenance issues raised by tenants and owners promptly.

Property Inspections:

- Schedule regular property inspections and prepare detailed reports at various stages of the rental lifecycle (e. , move-in, mid-lease, move-out).

Database Management:

- Maintain and update records of daily activities as per company standards, including property inspections, service requests, and customer interactions.

Lease & Rent Management:

- Handle rent collection, track rent escalations, and manage lease terminations or expirations.

- Coordinate with both owners and tenants throughout the lease term.

App Engagement:

- Promote the use of the Azuro app to tenants and property owners for document uploads, service requests, and engagement.

Key Performance Indicators (KPIs):

- Service Request Score: Ensure timely and satisfactory resolution of service requests.

- House Inspection Work Score: Accuracy and punctuality of property inspection reports.

- Paid Rent Payment Bill Score: Timeliness of rent payments and collections.

- Owner App Download Score: Increase the number of property owners using the app.

- Tenant App Download Score: Increase the number of tenants using the app.

- App Engagement/Document Upload: Encourage document uploads and app usage.

- Google Rating Score: Maintain high customer satisfaction ratings.

- Move-In/Move-Out Inspection Score: Quality and timeliness of inspections.

Skills Required:

- Excellent communication skills, both written and verbal.

- Strong problem-solving abilities.

- Experience with CRM tools and systems.

- Proficient in MS Office and digital tools.

- Strong coordination and time-management skills.

Experience: Minimum of 4 years of total work experience in any field.

- At least 1 year of experience in customer relationship management is mandatory.

- Experience in admin/facility management or contractor-related work is preferred.

- Real estate experience is a plus