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 sy