: 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

- 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.
- 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.
- 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.
- 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.




- 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.
- 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 setting with professional growth opportunities. - Competitive compensation, benefits and performance-driven rewards.

Share your resume at [email protected]

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