Helpdesk Lead

Key Responsibilities:

• Handle resident queries, complaints, and service requests through phone calls, emails, helpdesk systems, and in-person interactions.
• Register, track, and follow up on complaints and service requests to ensure timely resolution within the defined timelines.
• Coordinate with technical, housekeeping, security, horticulture, and other departments for the effective resolution of resident concerns.
• Maintain accurate records of complaints, service requests, feedback, and their closure status in the designated software or system.
• Communicate service updates to residents and ensure proper closure of complaints after confirmation.
• Assist residents with move-in, move-out, visitor access, and other property-related procedures.
• Maintain professional communication and ensure courteous interactions with residents, visitors, and vendors.
• Prepare and share daily, weekly, and monthly reports on complaints, service requests, and pending issues.
• Escalate unresolved complaints and critical issues to the Property Manager for timely intervention.
• Ensure the helpdesk area is maintained professionally and all resident-related information is handled confidentially.
• Coordinate with the operations team to support resident engagement activities and improve the overall resident experience.