Job Description: Relationship Manager – Customer ExperienceJob Title:Relationship Manager – Customer ExperienceLocation:FaridabadCompany:BPTP ( www.Bptp.Com )Industry:Real EstateDepartment:Customer ExperienceKey Responsibilities1. Customer Relationship ManagementServe 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 DeliveryEnsure 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 HandlingManage 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 & DocumentationEnsure 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 & RetentionSupport 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 & InsightsMaintain 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 & SkillsBachelor’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.Team-oriented work environment with professional growth opportunities.Competitive compensation, benefits and performance-driven rewards.Share your resume at [email protected]

📌 Customer Relationship Management Manager (Haryana)
🏢 BPTP
📍 Haryana