1.. Complaint Management

* Receive complaints from employees, tenants, clients, and visitors.

* Register complaints in the Help Desk Management System.

* Generate complaint tickets and allocate them to the concerned departments.

* Monitor complaint status until closure.

2. Maintenance Coordination

* Coordinate with the Electrical, HVAC, Plumbing, Civil, and Carpentry teams.

* Register maintenance requests and breakdown complaints.

* Follow up with technicians and engineers for timely resolution.

* Escalate emergency and critical complaints to management.

3. Soft Services Coordination

* Handle complaints related to housekeeping and cleaning.

* Coordinate with security personnel.

* Monitor washroom cleanliness and common-area maintenance.

* Coordinate pest control and waste management services.

4. MEP & Technical Support

- Handle complaints related to:

* AC and HVAC systems.

* Electrical breakdowns.

* Plumbing and water supply.

* DG sets and UPS.

* Elevators and escalators.

* Fire alarm and safety systems.

5. Ticket Management & SLA Monitoring

* Maintain complaint records.

* Monitor SLA (Service Level Agreement) timelines.

* Track pending, open, and closed complaints.





* Ensure complaints are resolved within the defined TAT.

* Escalate overdue complaints.

6. Reporting & Documentation

* Prepare daily, weekly, and monthly reports.

* Maintain complaint registers.

* Prepare department-wise complaint reports.

* Maintain maintenance and service records.

* Share daily updates with facility managers.

### 2. Daily Activities

Time/Activity | Job Responsibility |

------------------ | ------------------------------------- |

Morning | Check pending complaints |

Throughout the day | Receive calls and register tickets |

During operations | Coordinate with technicians |

Follow-up | Monitor complaint resolution |

Escalation | Inform managers about critical issues |

End of day | Prepare daily MIS reports |

### 3. Important Skills Required

* MS Excel and MS Office.

* Help Desk Management Software.

* Valuable communication skills.

* Customer and tenant handling.

* Basic knowledge of MEP services.

* Knowledge of HVAC, electrical and plumbing.

* SLA and TAT monitoring.

* Complaint management and escalation.

* MIS reporting.

📌 Help Desk Executive (Kolkata)
🏢 THE Instinct
📍 Kolkata