Role & responsibilities

Key Responsibilities

- Generate tickets for all customer emails received on Facility Management helpdesk.
- First point of contact for the customers.
- Provide FTR (First Time Resolutions) to the small & general queries/request/issues raised by clients on the call.
- In case FTR cannot be given, send hold response to client and generate SFDC case to assign it to the respective RM for resolution.
- Ensure resolution is provided within 24 hrs.
- Take follow-up with the Projects and internal stake holders for closure of tickets and highlight it to the reporting manager if the case is pending.
- Proactive enegement and communication with the customer on open and In- Progress tickets.Is well versed with the current industry practices and standard processes & functions therein.
- Queries resolution using SFDC , Society Management app and other systems provided.
- Take ownership of each request/ queries raised by the client and ensure timely closures of each ticket.

• Preparing & Publishing daily/Monthly/Yearly reports Calls, Resolution, Query analysis, etc.

Preferred candidate profile

- Should be well-versed with MS Office, Excel, PowerPoint, and Ms Word.
- Complete knowledge of SFDC.

📌 Associate Salesforce (Mumbai)
🏢 Raymond Realty
📍 Mumbai