Assistant Manager - Concierge

JLL; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Brightstone is seeking a dedicated on-site resident services professional in Gurugram to manage property operations and support resident satisfaction. You will lead a helpdesk, coordinate with multiple teams, and ensure timely handling of complaints and requests.

Daily rounds, surveys, and escalation handling will be part of your responsibilities to improve service quality and property value across housing societies in India.

Qualifications

• Handle calls and emails from clients to ensure closure of complaints and inform stakeholders.
• Own requests and ensure they are resolved within the defined TAT.
• Monitor the helpdesk and customer service executives regularly.
• Conduct daily rounds of premises and report observations to the team.
• Coordinate with departments to ensure a good customer experience and share feedback.
• Act as secondary contact for occupants during client escalations.
• Prepare rostering for the helpdesk as per requirements.

Responsibilities

• Handling housing management activities for residential properties with focus on resident satisfaction.
• Managing housing complexes, residential townships and communities with customised services.
• Ensuring customer service standards are maintained and issues are resolved promptly.

Job description

Job Description:

Tailored residential property management, with Brightstone.

Managing housing complexes, residential townships and residential communities requires subject matter expertise, customised services and a commitment to creating a seamless yet enjoyable living experience. At Brightstone - we are setting a new standard for excellence in residential property management, focused on enhancing resident satisfaction and property value for housing societies nationwide.

Your role is to ensure that customer service is maintained as per the standards set by the us. Your day to day activities will involve:

• Receiving calls and emails from clients to ensure closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
• Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
• Monitoring the helpdesk and customer service executives on a regular basis.
• Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
• Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
• Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
• Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
• Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
• Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
• Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
• Act as a secondary point of contact for all occupants, in case of client escalation.
• Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.

Location:

On-site –Gurugram, HR

Scheduled Weekly Hours:

48

At Brightstone, we’re committed to redefine residential property management across India through innovation, expertise and our drive for excellence. Our people are our greatest asset when it comes to achieving this – professionals who bring passion and precision to every aspect of residential property management.

Find out more about us here.

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