Helpdesk Executive

ABEX Excellence Pvt Ltd; Chennai District; On-site; INR 268,000 - 379,000; Full time

Job summary

ABEX Excellence Pvt Ltd in Chennai invites an Apartment Helpdesk Executive to deliver administrative and technical support to residents and staff, handling inquiries by phone, email, and in person, and assisting with amenity bookings and payments.

You will document interactions, escalate complex issues, manage resident portals, and maintain accurate records to ensure high resident satisfaction and smooth operations.

Qualifications

• Experience in a customer-facing role with professional communication and empathy.
• Familiarity with property management software (e.g., MyGate) and basic computer systems.
• Ability to manage multiple requests, document interactions, and escalate issues when needed.

Responsibilities

• Serve as the first point of contact for residents via phone, email, or in person.
• Manage bookings for community amenities and process resident requests and payments.

Skills

Customer Service

Empathy

Communication

Problem Solving

Multitasking

Interpersonal Skills

Tools

MyGate

Resident Portal

Job description

An Apartment Helpdesk Executive provides administrative and technical support to residents and staff, handling inquiries via phone, email, and in-person interactions, managing resident complaints, assisting with amenity bookings, collecting payments, and performing data entry, all while maintaining a professional and empathetic customer service approach to resolve issues efficiently.

Key duties include documenting interactions, escalating complex problems to appropriate teams, and ensuring high resident satisfaction through timely and accurate assistance.

Key Responsibilities:

Resident Interaction:

• Serve as the first point of contact for residents, answering calls and emails, addressing concerns, and providing information about the property and services.

Administrative Support:

• Manage bookings for community amenities, process resident requests, collect payments, and issue receipts.

Problem-Solving & Technical Support:

• Diagnose and troubleshoot basic issues related to property management applications or resident portal access, providing step-by-step guidance.

Complaint Management:

• Listen to resident complaints with patience, take appropriate actions, and ensure follow-up until the issue is resolved.

Data Management & Reporting:

• Maintain detailed records of customer interactions and complaints, update resident databases, and produce activity reports for management.
• Escalate unresolved issues to the appropriate internal departments (like maintenance or management) and collaborate with team members to improve support processes.
• Strive to exceed resident expectations by providing prompt, accurate, and helpful service.

Key Qualifications:

Customer Service Skills:

• Proven experience in a customer-facing role, with a strong ability to communicate professionally and empathetically.

Technical Proficiency:

• Familiarity with property management software viz. Mygate, basic computer systems, and potentially remote control tools.

Administrative Skills:

• Strong organizational skills, attention to detail, and the ability to manage multiple tasks efficiently.

Problem-Solving:

• Excellent problem-solving and critical thinking abilities to handle various customer issues effectively.

Communication:

• Exceptional verbal and written communication skills.