Helpdesk Executive

4 weeks ago

Pune, India JLL Full time

JLL supports the Whole You, personally and professionally.

Helpdesk Executive

Property and Asset Management

What this job involves

You will be responsible for MIS Cum Helpdesk responsibilities. You would be managing the following:
Greet visitors/clients providing a friendly, courteous front office service reflecting the corporate image of the client.
Site personnel are notified of guest’s arrival immediately and follow up calls made where guests are not picked up coordinating with the host/sponsor.
Ensure specific processes/manuals is followed.
Visitor admission is properly authorized.
Assisting with special needs for visitors with disabilities.
Ensuring basic cleanliness of lobby, lifts and public area.
Handling client/visitors/sponsors complaints/feedbacks and other related problems and communicate to next level or as per escalation matrix.
Client safety and security protocols are followed.
Giving daily handover of tasks completed and pending.
Ensuring all devices are operational and placed at the desk.
Coordinating with HK for proper cleaning and maintenance of lobby.
Guiding Visitors, Clients or employees to correct floor.
Being aware of all emergencies exists in the floor and guiding the team members during emergency.
Having up to date knowledge of all Floors.
Making and sharing of Daily report to Manager.
Greet guest and colleagues with a smile and maintain a friendly facial expression.
Answering the calls within 3 rings.
Contribute to the Monthly Management Report.
Participate in Emergency Evacuation procedures including crisis management.
Develop the necessary policies and procedures required for all functions within the scope of Reception.
To act as a backup in case of emergency / requirement.
Responsible for ensuring availability of magazines/ brochures and (Client) directory signage.
Coordinate for flower arrangements etc.
Coordinate with Facility team for event.
Handling the tasks pertaining to Front desk executive.
Maintaining Residences, Vendors Data Base (Manually & in PC).
Maintaining Registers Such as Helpdesk Complaints, Attendance, Banquet Hall Booking, Cheque Handover, Shift handover n Take over.
Receiving Complaints Source is from RT (Radio Transmitter), Duty Cellular Phone, Intercom, E-mail & IH Residence Mobile APP.
Preparing Daily Call log Summary to analyse the short come of the System and then implementing.
Systematic Approach to resolve the Complaints.
Preparing Daily MIS report & Daily Report i.e. (Daily Call logs, Pending Complaints. Technical Water Meter Reading) and Water Consumption Report.
Maintaining & Filling all the necessary required documents and records.
Maintaining and updating records of the team members present at site.
Taking Care of Day-to-Day Activity.
Making Daily, Weekly &Monthly Reports and Forwarding to site Engineers and Property Manager.
Working on Concept Connect Plus live Software, which is used for Call logging on the Site.
Work within a busy office environment, and support office teams in order to ensure the smooth running of day-to-day activities.
Maintaining service requests records, daily Excel Complaint tracker.
Feedback from customers and maintaining closure reports.
Issuing servant toilet keys, letterbox keys and car stickers to customers and maintaining records of the same.
Handling Cash & Maintaining Tickets / Coupons for Events & festivals.
Responsible for proper scrutiny and recordings of the complaints received from customers.
Main target Customer satisfaction.
Identify and collate information on all purchases of services and goods undertaken by the team.
Gather information of all existing purchase vendors / suppliers. Consolidate and manage the database.
Review all LOI / contracts, which expire for existing services and ensure adequate documentation for new contractual period.
Monitoring and reporting spend on various services / goods.
Provides liaison between vendors, contractors and client team
Tracking any change in terms of supplies and updating the vendor contracts and database.
Maintain a consolidated database for every product and service managed.
Working with management, maintain emergency numbers lists, vendor number lists, and personnel lists.
Vendor Account reconciliation & Balance confirmations
Co-ordinate for procurement of all consumables, materials and spares, as required.

**Sound like you? Here is what we’re looking for**:
Meticulous and Being Analytical

You must pay attention to detail and have excellent problem-solving skills. Possess the ability to collate information, using logic and reasoning to identify the alternative solutions, conclusions or approaches to problems. You should be able to handle complaints, settle disputes, and resolve grievances and conflicts.

**Qualifications**:
You need to have a relevant educational background in hospitality with min 1-2 years of work experience OR 2-3 years of experience in Client/customer service facing roles.

Good Communication skills with fluency in English and Hind

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