Job Description

Job Title - Helpdesk Executive - Facilities & Maintenance

Job Summary
The Helpdesk Executive is responsible for managing day-to-day resident queries, complaints, and service requests efficiently. This role involves handling inbound calls, emails, and walk-in requests, as well as using the HELPDESK/COMPLAIN Management Application for complaint logging, tracking, and closure. The Helpdesk Executive serves as the first point of contact for Customer/Member/Residents and ensures prompt resolution of issues in coordination with the facility management and service teams.

Key Responsibilities

Act as the first point of contact for Customer/Member/Residents /Customer. Receive, log, and track complaints and requests through HELPDESK/COMPLAIN Management Application. Assign complaints to the appropriate department/Technician/Managers/Executives etc. and follow up until resolution. Ensure timely updates are provided to Customer/Member/Residents regarding complaint status and resolution. Monitor open complaints daily and escalate delays to unresolved or critical issues to management within stipulated timelines. Generate weekly/monthly reports on complaint trends and resolution performance. Respond to Customer/Member/Residents /Customer queries politely and professionally (phone, email). Coordinate with security, housekeeping, and maintenance teams for quick issue resolution. Maintain updated records of complaints, service requests, and visitor management logs. Prepare MIS reports for management review on service performance and resident satisfaction. Support Facility Manager with notice circulations, communication to Customer/Member/Residents, and other coordination.

Key Skills & Competencies

Excellent communication skills (verbal & written) Good interpersonal skills and resident service orientation Knowledge of HELPDESK MODULE or similar facility management software Ability to multitask and work under pressure Basic computer proficiency (MS Excel, Word, Email handling)

Qualifications & Experience

Graduate in any discipline (preferred: Facility Management /Administration background-Residential) 1-3 years of experience in helpdesk/customer service, preferably in residential/community premises. Familiarity with facility management operations and software tools
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?40,000.00 per month

Work Location: In person