FOE/Help Desk Executive at Knight Frank India ( BKC Location)

To receive and log calls/complaints/requests from residents and customers. • To ensure logging in all the complaints in the helpdesk software. • To assign the queries / complaints to technical and soft services team immediately for resolution. • To track and close the complaints in coordination with respective stakeholders. • To ensure consistent and timely responses to customers within defined TAT. • To escalate unresolved complaints and queries to concerned authority for closure. • To prepare daily MIS of queries and complaint along with analysis and share with client and site lead. • To generate and analyse report of complaints log v/s TAT, ageing, escalations on monthly basis. • To deal politely with all the stakeholders to understand their concerns, queries, grievances. • To notify the facility manager / site team for any emergency situations. • To advise guest and resident on safety and emergency procedures. • To coordinate for Id cards, entry passes for servants, maids and contract staff as and when required. • To ensure adherence to company and client policies and SOPs.