Job Purpose

To manage resident inquiries, complaints, and service requests while ensuring effective coordination between residents and facility management departments.

Key Responsibilities

- Receive and respond to residents' calls, emails, and WhatsApp inquiries.
- Register and manage resident complaints and service requests.
- Coordinate maintenance requests with technical teams (HVAC, electrical, plumbing, and civil).
- Follow up on pending work orders and ensure timely completion.
- Coordinate with housekeeping, security, and accommodation departments.
- Handle resident concerns professionally and ensure proper communication.
- Escalate emergency and urgent complaints to the concerned supervisors.
- Maintain accurate records of complaints, requests, and work orders.
- Prepare daily, weekly, and monthly help desk reports.
- Ensure proper shift handover and follow-up on outstanding requests.

Required Qualifications & Skills

- High School Diploma or Bachelor's Degree preferred.
- Previous experience in customer service or facility management.
- Good communication skills in English; Arabic is an advantage.
- Basic computer knowledge, including MS Office and Excel.
- Strong coordination, problem-solving, and follow-up skills.
- Professional attitude and customer service orientation.

Key Performance Indicators (KPIs)

- Timely response to resident inquiries.
- Effective complaint and work order management.
- Timely follow-up and closure of service requests.
- Resident satisfaction.
- Accurate reporting and documentation.

Please send your resume/CV