Facilities Maintenance Coordinator

Job Title - Helpdesk Executive - Facilities & Maintenance

Job Summary
The Helpdesk Executive is responsible for managing day-to-day resident queries, complaints, and service requests efficiently. This role involves handling inbound calls, emails, and walk-in requests, as well as using the HELPDESK/COMPLAIN Management Application for complaint logging, tracking, and closure. The Helpdesk Executive serves as the first point of contact for Customer/Member/Residents and ensures prompt resolution of issues in coordination with the facility management and service teams.

Key Responsibilities

• Act as the first point of contact for Customer/Member/Residents /Customer.
• Receive, log, and track complaints and requests through HELPDESK/COMPLAIN Management Application.
• Assign complaints to the appropriate department/Technician/Managers/Executives etc. and follow up until resolution.
• Ensure timely updates are provided to Customer/Member/Residents regarding complaint status and resolution.
• Monitor open complaints daily and escalate delays to unresolved or critical issues to management within stipulated timelines.
• Generate weekly/monthly reports on complaint trends and resolution performance.
• Respond to Customer/Member/Residents /Customer queries politely and professionally (phone, email).
• Coordinate with security, housekeeping, and maintenance teams for quick issue resolution.
• Maintain updated records of complaints, service requests, and visitor management logs.
• Prepare MIS reports for management review on service performance and resident satisfaction.
• Support Facility Manager with notice circulations, communication to Customer/Member/Residents, and other coordination.

Key Skills & Competencies

• Excellent communication skills (verbal & written)
• Good interpersonal skills and resident service orientation
• Knowledge of HELPDESK MODULE or similar facility management software
• Ability to multitask and work under pressure
• Basic computer proficiency (MS Excel, Word, Email handling)

Qualifications & Experience

• Graduate in any discipline (preferred: Facility Management /Administration background-Residential)
• 1–3 years of experience in helpdesk/customer service, preferably in residential/community premises.
• Familiarity with facility management operations and software tools

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person