Job Description: Relationship Manager – Customer ExperienceJob Title: Relationship Manager – Customer ExperienceLocation: FaridabadCompany: BPTP (www.bptp.com)Industry: Real EstateDepartment: Customer ExperienceKey Responsibilities1. 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 qualified growth opportunities.- Competitive compensation, benefits and performance-driven rewards.Share your resume at [email protected]

📌 Customer Relationship Management Manager (Yamuna Nagar)
🏢 BPTP
📍 Yamuna Nagar