Customer Relationship Executive

Role & responsibilities

• Providing help and advice to visiting customers in case any help they ask for.
• Communicating courteous y with customers by telephone, email and
  face to face.
• Investigating and solving customers' problems.
• Handling customer complaints or any crises, such as security, Technical issues or a customer being taken ill.
• Make customers aware of non-accessibility an under-fitout unit.
• Liaise with Security team in case of lost and found and communicate with customer.
• Carry out receiving feedback from residents of any complaint or event.
• Keeping accurate records of discussions or correspondence with customers.
  Producing written information for customers, often Involving use of computer packages/software.
• Writing reports on analysing customer service.
• Developing feedback or complaints procedures for customers to use.
• Inform Housekeeping Executive in case of any untidiness found.
• Inform Security in case of any untoward incident.
• Perform all work as assigned by the Senior Manager as deemed necessary to maintain and operate the at an optimum level.
• Receive & log calls/complaints/requests from clients/customers/residents etc into the Service.
• Handle Service Efficiently and Effectively.
• Forwarding on reactive calls to shift engineers / Technicians
• Issue job cards and record maintained in logbook.
• Inputting weekly pending complaints to Engineers & Managers
• Answering queries from the residents
• Maintaining the ongoing works schedule
• Filing of all resident record
• Circular to be made and send to residents
• Daily operations of the "Help Desk" function including delivery, problem escalation/resolution.
• Notify the Security Supervisor / Engineer / Manager Facilities on site at the time of all Emergency Calls
• Maintain complaint record and ensuring they are attended within the
  TAT
• Nominating and attending training program
• Preparing resident MMR and MOM
• Preparing and sharing monthly MIS report with activities.
• Managing club operation with help of technical team
• Managing events, Canopy and notice board promotional activities
• Coordinating with resident for metering related quires
• Check move IN/OUT activities of resident
• Maintaining and sharing occupancy details to client
• Coordinating with resident for compilation of interior formalities & ensuring to explain proper guidelines while starting interior