CRM Relationship Manager

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 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.