Role Purpose:
The CRE at ACE Starlit must deliver exceptional customer service to residents by ensuring prompt complaint resolution, maintaining effective communication, and supporting the property's smooth day-to-day operations. The role requires professionalism, accountability, and strict adherence to ACE standards and site SOPs.

Key Responsibilities:

1. Customer Service & Helpdesk Operations:

Manage the Helpdesk and respond to resident queries professionally and courteously.
Register all complaints and service requests in the MyGate system.
Coordinate with Engineering, Housekeeping, Security, Horticulture, and external vendors to resolve complaints promptly.
Follow up on all open complaints until closure within the defined Service Level Agreement (SLA).
Verify complaint resolution with residents before closing tickets.
Maintain complaint registers and ensure all records are updated accurately.
Share significant notices, circulars, and resident communications through MyGate and other approved channels.
Conduct regular resident satisfaction calls and collect feedback.

2.



Operations Management:

Maintain records of resident complaints, work orders, and service requests.
Prepare daily, weekly, and monthly MIS reports covering complaints received, attended/closed, OTP-based closures, and individual team performance.
Maintain accurate records of Move-In/Move-Out requests, clubhouse bookings, and resident documentation.
Ensure proper filing of all operational documents and follow up with concerned departments for observation closures.
Ensure full implementation of all ACE Starlit SOPs and operational procedures.

3. Billing & Collections:

Collect and maintain records of CAM charges, DG recharges, water charges, and other applicable fees.
Follow up with residents regarding outstanding payments and coordinate with Accounts for reconciliation of suspense amounts.
Support the preparation of collection reports and maintain accurate payment records.

4. Resident Communicat

📌 Customer Relationship Specialist (Noida)
🏢 Ace Group India
📍 Noida