Key Result Areas (KRAs)
Resident Relationship Management
Build and maintain positive relationships with residents. Act as the primary point of contact for resident queries and concerns.
Complaint & Service Request Management
Ensure timely logging, tracking, and closure of complaints within defined SLAs. Coordinate with housekeeping, security, engineering, and other service teams for prompt resolution.
Resident Satisfaction
Conduct regular resident interactions and feedback surveys.
Communication & Engagement
Communicate notices, events, maintenance schedules, and emergency updates.
Move-in/Move-out Coordination
Manage resident onboarding and exit formalities. Ensure adherence to society rules and documentation requirements.
Estate Office Operations
Maintain resident records, complaint registers, and service reports.
Compliance & Documentation
Ensure compliance with society by-laws, safety guidelines, and estate office procedures.
Escalation Management
Handle escalated resident issues professionally and ensure timely closure. Coordinate with the Estate Manager for critical matters.
Continuous Improvement
Identify prospects to improve resident experience, operational efficiency, and service quality through proactive initiatives.