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 perks and cross-selling opportunities.
6. Reporting & Insights
Maintain customer records and update status in CRM/ERP systems.
Generate reports on