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

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

• 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:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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.

How to apply

Please submit a tailored CV detailing your experience relevant to this role.

Find out more about us here.

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