Helpdesk Executive

Job Description

Experience: 3-5 years

Location : Chennai OMR - Navalur(6 days WFO)

An Apartment Helpdesk Executive provides administrative and technical support to residents and staff, handling inquiries via phone, email, and in-person interactions, managing resident complaints, assisting with amenity bookings, collecting payments, and performing data entry, all while maintaining a professional and empathetic customer service approach to resolve issues efficiently.

Key duties include documenting interactions, escalating complex problems to appropriate teams, and ensuring high resident satisfaction through timely and accurate assistance.

Key Responsibilities:

Resident Interaction:

• Serve as the first point of contact for residents, answering calls and emails, addressing concerns, and

providing information about the property and services.

Administrative Support:

• Manage bookings for community amenities, process resident requests, collect payments, and issue receipts.

Problem-Solving & Technical Support:

• Diagnose and troubleshoot basic issues related to property management applications or resident portal access, providing step-by-step guidance.

Complaint Management:

• Listen to resident complaints with patience, take appropriate actions, and ensure follow-up until the issue is resolved.

Data Management & Reporting:

• Maintain detailed records of customer interactions and complaints, update resident databases, and produce activity reports for management.

Escalation & Collaboration:

• Escalate unresolved issues to the appropriate internal departments (like maintenance or management) and collaborate with team members to improve support processes.

Customer Service Excellence:

• Strive to exceed resident expectations by providing prompt, accurate, and helpful service.

Key Qualifications:

Customer Service Skills:

• Proven experience in a customer-facing role, with a strong ability to communicate professionally and empathetically.

Technical Proficiency:

• Familiarity with property management software viz. Mygate, basic computer systems, and potentially remote control tools.

Administrative Skills:

• Strong organizational skills, attention to detail, and the ability to manage multiple tasks efficiently.

Problem-Solving:

• Excellent problem-solving and critical thinking abilities to handle various customer issues effectively.

Communication:

• Exceptional verbal and written communication skills.