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.