Help Desk Executive - Residential Property Management

Jones Lang Lasalle Property Consultants India Pvt Ltd; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

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

The role requires 1–3 years in customer service or property management, a Bachelor’s degree or diploma, and strong communication and organizational skills.

Qualifications

• Bachelor's degree or diploma in any discipline.
• 1–3 years of experience in customer service, facility management, or residential property management.

Responsibilities

• Receive and respond to resident complaints, requests, and inquiries via My Gate, 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.
• Issue RFID vehicle stickers and track rent defaulter follow-ups with residents.
• Escalate unresolved or critical issues to the Property Manager.
• Support emergency response coordination when required.
• Maintain professional communication with residents.

Skills

Communication skills

Customer service

Organizational skills

Multitasking

Documentation

Education

Bachelor's degree or diploma

Tools

MS Office

Job description

Business Support, Customer Service 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.

Help Desk Executive

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

• Bachelor's 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

On-site –Bengaluru, KA

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.