- Monitoring and tracking all open complaints to ensure timely closure within SLA
- Escalating unresolved or delayed issues to senior management/HOD
- Prioritizing complaints based on urgency and impact
- Coordinating with vendors and third-party service providers for specialized services
- Ensuring proper follow-up with maintenance teams until issue resolution
- Maintaining service request history and documentation for audit purposes
- Preparing daily, weekly, and monthly MIS reports for management review
- Conducting feedback calls with residents after complaint closure
- Ensuring adherence to company policies, safety, and quality standards
- Managing emergency complaints and coordinating immediate response
- Supporting preventive maintenance schedules by coordinating with technical teams
- Maintaining inventory records related to maintenance requirements (if applicable)
- Assisting in facility inspections and reporting any issues proactively
- Ensuring proper ticketing system usage and data accuracy in helpdesk software
- Improving service efficiency by suggesting process improvements