Helpdesk Executive

Apartment Helpdesk Job Responsibilities

• Resident Support & Communication
• Act as the first point of contact for residents regarding inquiries, complaints, or service requests.
• Record and acknowledge resident concerns promptly through phone, email, or society apps (e.g., MyGate, ApnaComplex).
• Provide updates and follow-up on pending requests until resolution.
• Complaint & Request Management
• Log all service requests, complaints, and queries in the helpdesk system.
• Assign complaints to the concerned department/vendor (housekeeping, electrical, plumbing, security, etc.).
• Track and escalate unresolved issues to management within defined timelines.
• Visitor & Security Coordination
• Coordinate with the security team for visitor management, delivery approvals, and resident safety.
• Maintain records of visitors, vendors, and contractors working in the premises.
• Maintenance & Facility Support
• Register and track common area maintenance issues (lift breakdowns, water leakage, power failures, etc.).
• Coordinate with facility/technical teams for quick resolution.
• Maintain records of preventive maintenance schedules and update status.
• Communication & Notices
• Circulate community notices, announcements, and emergency information to residents through notice boards, society app, or emails.
• Assist in organizing society events, meetings, and circulars.
• Payment & Documentation Support
• Guide residents in raising requests related to maintenance charges, deposits, and refunds.
• Maintain records of deposits, refunds, and service-related payments (in coordination with Accounts/Finance team).
• Keep documentation of complaints, reports, and approvals for audit and reference.
• Reporting & Escalation
• Prepare daily/weekly/monthly helpdesk reports on complaints, closures, and pending issues.
• Escalate recurring issues or policy violations to Facility Manager/Management Committee.
• Vendor & Contractor Coordination
• Support in coordinating with vendors for repair and service works.
• Track vendor performance and provide feedback to management.
• Emergency Handling
• Assist residents during emergencies such as fire alarms, medical emergencies, or lift breakdowns by coordinating with security, maintenance, or external agencies.
• Resident Relationship Management
• Maintain courteous and professional communication at all times.
• Ensure transparency and fairness in handling resident concerns.
• Promote a positive resident experience in the apartment community.

Job Type: Full-time

Pay: ₹10,648.97 - ₹30,072.90 per month

Work Location: In person