Business Support, Customer Service Professional

Jones Lang LaSalle (JLL); Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Brightstone in Bengaluru seeks a Help Desk Executive to be the first point of contact for residents, visitors, and service providers. You will handle inquiries, log maintenance requests, and coordinate with facility teams to ensure timely resolution while delivering excellent customer service.

The role includes logging and tracking requests, assigning work orders, and providing regular status updates. 48 scheduled hours per week, with a focus on professional communication and accurate

Qualifications

• Bachelor's degree or diploma in any discipline.
• 1-3 years in customer service, facility management, or residential property management.
• Experience in residential communities is preferred.

Responsibilities

• Respond to resident inquiries via My Gate, phone, email, or in person.
• Log complaints and service requests into the system.
• Assign work orders to maintenance, housekeeping, security, or vendors.
• Track status and follow up until closure.
• Provide residents with regular updates on request status.
• Maintain records of complaints, resolutions and service requests.
• Prepare daily/weekly/monthly help desk reports.
• Handle move-in/move-out documentation and resident support.
• Issue RFID vehicle stickers and tracking.
• Rent defaulter follow-up with residents.
• Escalate unresolved or critical issues to the Property Manager.

Skills

Verbal communication

Written communication

Customer service

MS Office

Organizational skills

Education

Bachelor's degree or diploma

Tools

My Gate app

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.

Job Summary (Help Desk)

The Help Desk Executive is the first point of contact for residents, visitors, and service providers. This role is responsible for handling resident inquiries, logging and tracking maintenance requests, coordinating with facility teams, and ensuring timely resolution of complaints while delivering excellent customer service.

Key Responsibilities

• Receive and respond to resident complaints, requests, and inquiries via, My Gate application, phone, email, WhatsApp, or in person.
• Log all complaints and service requests into the property management system.
• Assign work orders to maintenance, housekeeping, security, or relevant vendors.
• Track the status of complaints and follow up until closure.
• Provide residents with regular updates on request status.
• Maintain accurate records of complaints, resolutions, and service requests.
• Prepare daily, weekly, and monthly help desk reports.
• Handle move-in and move-out documentation and resident support.
• Issuing RFID Vehicle sticker and tracking.
• Rent Defaulter follow up with residents.
• Escalate unresolved or critical issues to the Property Manager.
• Support emergency response coordination when required.
• Maintain professional communication with residents.

Required Qualifications

• Bachelors degree or diploma in any discipline.
• 1-3 years of experience in customer service, facility management, or residential property management.

Required Skills

• Excellent verbal and written communication.
• Strong customer service orientation.
• Good organizational and multitasking abilities.
• Basic knowledge of MS Office (Excel, Word, Outlook).
• Ability to handle complaints professionally and calmly.
• Strong coordination and follow-up skills.
• Attention to detail and accurate record-keeping.

Preferred Experience

• Experience in residential communities, apartments, gated communities, or facility management companies.

Key Performance Indicators (KPIs)

• Complaint response time.
• Complaint resolution time.
• Resident satisfaction score.
• Number of complaints resolved within SLA.
• Accuracy of help desk records.
• Follow-up and closure rate.

Reporting To

Property Manager / Estate Manager / Facility Manager

Location

Bengaluru

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.

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