Reporting: Property Manager
CTC: 50,000 per month
The Helpdesk Executive serves as the primary point of contact for residents, addressing queries, complaints, and requests to ensure timely resolution and high
satisfaction. The role involves managing helpdesk operations, coordinating with technical and soft services teams, maintaining accurate records, and facilitating
amenity bookings to enhance resident experience in a residential complex.
Key Responsibilities and Accountabilities
Request and Complaint Management
- Query Logging: Record resident requests and complaints received via phone, email, or in- person in the helpdesk system, ensuring 100% accuracy.
- Assignment and Tracking: Assign queries to technical or soft services teams immediately and track progress to ensure closure within defined Turnaround Time (TAT).
- Root Cause Analysis: Document the root cause for each request and update the system to support pattern analysis and corrective actions.
- Emergency Escalation: Notify the facility manager or site team promptly for emergency situations, ensuring rapid response.
- Resident Follow-Up: Follow up with residents to confirm satisfactory closure of requests, addressing any outstanding concerns.
2. Database and Administrative Support
- Resident Information: Maintain an updated database of client contact details, emergency contacts, and stakeholder information in the helpdesk module.
- Access Control: Facilitate issuance of ID and access control cards for residents after verifying documentation, maintaining accurate logs.
- SOP Adherence: Ensure compliance with company policies, client guidelines, and standard cooperating procedures (SOPs) in all operations.
- Duty Roster: Prepare and coordinate duty rosters with the site team to ensure seamless operations.
- Attendance and SLA Support: Assist in month- end closing of staff attendance and vendor Service Level Agreement (SLA) compliance reports.
3. Amenity Booking Management
- Booking Coordination: Manage bookings for amenities (e.g., clubhouse, gym, banquet hall), ensuring accurate scheduling and resident communication.
- Payment Tracking: Monitor and record payments for amenity bookings, issuing receipts and maintaining financial logs.
- Booking Updates: Provide residents with timely confirmations and updates on availability, addressing conflicts promptly.
4. Communication and Circulars
- Resident Communication: Send circulars, emails, and notices to residents using approved templates, ensuring clarity and professionalism.
- Query Response: Respond to resident inquiries consistently within defined TAT, maintaining a courteous and solution-oriented approach.
- Internal Coordination: Liaise with technical, soft services, and management teams to relay critical updates and ensure alignment.
5. Vendor and Service Coordination
- Service Follow-Up: Monitor scheduled cleaning, technical, and maintenance services as per monthly plans, ensuring adherence to standards.
- Vendor Bill Tracking: Maintain a tracker for vendor bills, verifying accuracy and coordinating with the site manager for approvals.
- Equipment Complaints: Log complaints for equipment breakdowns with service providers, tracking resolution timelines.
6. MIS and Reporting
- Report Generation: Prepare and circulate daily, weekly, fortnightly, and monthly Management Information System (MIS) reports on complaints, requests, and amenity usage.
- Complaint Analysis: Analyze complaint logs versus TAT monthly to identify patterns and recommend corrective actions.
- Ad Hoc Reporting: Generate ad hoc reports as required by management, ensuring accuracy and timeliness.
- Record Maintenance: Keep organized records of all helpdesk activities, including vendor bills, attendance, and resident interactions.
7. Customer Service Excellence
- Resident Engagement: Foster positive relationships with residents through proactive communication and empathetic handling of concerns.
- Issue Resolution: Escalate unresolved complaints to the Property Manager or relevant authority for swift closure.
- Feedback Collection: Gather resident feedback on helpdesk services and share insights with management to improve processes.
8. System and Process Optimization
- Software Utilization: Ensure efficient use of helpdesk software for logging, tracking, and reporting activities, maintaining data integrity.
- Staff Management: Manage staff additions and exits in systems for attendance and operational purposes, ensuring seamless transitions.
- Process Improvement: Identify opportunities to streamline helpdesk workflows, reducing TAT and enhancing resident satisfaction.]
Knowledge, Experience, and Skills
Educational Qualifications:
Bachelor’s degree in any discipline
Key Competencies
- Excellent communication skills in English and local language (verbal and written)
- Proficiency with helpdesk software, EPBX, printers, and office systems
- Strong phone etiquette and customer management skills
- Presentable, well-groomed, and professional demeanor
- Interpersonal skills for resident and team collaboration
- Proactive and adaptive to site ambiance and working culture
- Analytical skills for complaint pattern analysis and reporting
Key Performance Indicators (KPIs)
- Resident Satisfaction: Achieve a minimum of 90% resident satisfaction in quarterly feedback surveys.
- Request Closure: Close 95% of complaints and requests within defined TAT.
- Data Accuracy: Ensure 100% accuracy in logging requests, payments, and resident data.
- Report Timeliness: Submit 100% of daily, weekly, and monthly MIS reports on time.
- Emergency Response: Escalate 100% of emergency situations to the facility manager within 10 minutes of receipt.
Typical Daily Tasks
- Query Logging: Record resident complaints and requests in the helpdesk system via phone, email, or in-person.
- Task Assignment: Assign queries to technical or soft services teams and track progress for timely closure.
- Resident Communication: Respond to resident inquiries, send circulars, and confirm amenity bookings.
- Follow-Ups: Contact residents to verify resolution satisfaction and follow up on scheduled services.
- Booking Management: Process amenity bookings, collect payments, and update booking logs.
- Documentation: Update resident contact details, ID/access card logs, vendor bills, and attendance records.
- Reporting: Prepare and circulate daily MIS reports on complaints and requests.
- System Updates: Manage staff data in operational systems and ensure accurate data entry.
- Service Coordination: Monitor cleaning or technical services and log equipment breakdown complaints.
- Feedback Collection: Engage with residents to gather feedback on helpdesk services.
Self-Image Required
The Helpdesk Executive must project a professional, approachable, and resident-centric image that aligns with the organization’s commitment to exceptional
service. This includes:
- Professional Appearance: Maintain a neat, well-groomed appearance, adhering to the organization’s dress code (e.g., business casual or branded uniform).
- Friendly Demeanor: Display a warm, courteous, and solution-oriented attitude when interacting with residents and staff.
- Confident Presence: Exude confidence and competence to build trust in handling queries and complaints.
- Cultural Alignment: Reflect the organization’s values of resident satisfaction, teamwork, and integrity in all interactions.
Traits
The ideal candidate for the Helpdesk Executive role
should exhibit the following traits:
- Empathetic: Understands and addresses resident concerns with sensitivity and care.
- Organized: Manages multiple queries, bookings, and reports with precision and efficiency.
- Proactive: Anticipates resident needs an identifies process improvements to enhance service delivery.
- Resilient: Handles high-pressure situations, such as urgent complaints, with composure.
- Collaborative: Works seamlessly with technical, soft services, and management teams to resolve issues.
- Detail-Oriented: Ensures accuracy in data entry, reporting, and resident communication.
- Adaptable: Adjusts to the dynamic needs of the residential complex and its residents.
