BPTP Ltd.
Website:
bptp.com
Job details:
Job Description: Relationship Manager – Customer Experience
Job Title: Relationship Manager – Customer Experience
Location: Faridabad
Company: BPTP (www.bptp.com)
Industry: Real Estate
Department: Customer Experience
Key Responsibilities
1. Customer Relationship Management
- Serve as the primary contact for customers throughout their lifecycle with BPTP, from booking to possession and beyond.
- Proactively engage with customers to address queries, requests and concerns, ensuring timely resolution.
- Build long-term, trust-based relationships that enhance customer satisfaction and retention.
2. Customer Experience Delivery
- Ensure smooth execution of all touchpoints including booking, payments, registrations, handovers and after-sales service.
- Coordinate with internal departments (Sales, Finance, Legal, Projects) to ensure customer commitments are fulfilled.
- Conduct regular follow-ups with customers to keep them informed about project status, documentation and timelines.
3. Issue Resolution & Escalation Handling
- Manage customer complaints and escalations with empathy, professionalism and urgency.
- Ensure root cause analysis and corrective action to prevent recurrence of issues.
- Maintain records of escalations and resolutions in CRM systems for reporting and tracking.
4. Process Compliance & Documentation
- Ensure accurate and timely documentation related to customer interactions, agreements and financial transactions.
- Adhere to internal SOPs, compliance requirements and regulatory guidelines in all customer interactions.
- Support audits and compliance reviews with proper documentation and data.
5. Customer Engagement & Retention
- Support in organizing customer engagement initiatives, events and communication campaigns.
- Collect feedback from customers and share insights for continuous improvement.
- Promote referral programs, loyalty benefits and cross-selling opportunities.
6. Reporting & Insights
- Maintain customer records and update status in CRM/ERP systems.
- Generate reports on customer satisfaction, issue resolution time and NPS (Net Promoter Score).
- Share insights with senior management to improve customer-centric strategies.
Qualifications & Skills
- Bachelor’s/Master’s degree in Business Administration, Marketing or a related field.
- 5–8 years of experience in customer relationship management, preferably in real estate, banking or hospitality.
- Strong customer service orientation with excellent communication and interpersonal skills.
- Problem-solving and conflict resolution skills with a focus on delivering superior customer experiences.
- Proficiency in CRM systems, MS Office and digital communication tools.
- Ability to multitask, manage priorities and work under pressure.
Why Join BPTP?
- Opportunity to be at the forefront of enhancing customer experience in one of India’s leading real estate companies.
- Exposure to end-to-end customer lifecycle management across diverse residential and commercial projects.
- Collaborative work environment with professional growth opportunities.
- Competitive compensation, benefits and performance-driven rewards.
Share your resume at Kanika.bhambri@bptp.com
Click on Apply to know more.
