Central Helpdesk Executive- IVR/ Emails/ Walk-ins

Job Title: Central Helpdesk Executive- IVR/ Emails/ Walk-insRole Purpose: To act as the first point of contact for all customer queries, ensuring every interaction (IVR, email, walk-in) is logged, acknowledged, and routed through the centralized CRM system (4QT). This role is critical in building trust with customers and ensuring compliance with defined SLAs and TATs.RESPONSIBILITIESAttend customer calls via IVR; respond to first-level queries and escalate where required.Acknowledge all customer emails within SLA timelines using pre-approved templates.Manage HO walk-in customers, record interactions, and ensure resolution is tracked.Enter all interactions (calls, emails, walk-ins) in 4QT CRM system in real-time.Tag queries correctly (Sales, CRM, Finance, Documentation) for appropriate routing.Generate daily logs of open, pending, and closed cases.Ensure 100% acknowledgement of customer communications within 24 hours.Track SLA adherence for responses and escalate delayed cases to CRM Head.Provide inputs for MIS dashboards (weekly/monthly).Work closely with Sales, Finance, Documentation, and CRM teams for resolution of cases.Escalate unresolved queries as per the defined escalation matrix.Support HO CRM team in customer-facing events or mass communication drives.Any other support required by the Senior Management from time to time.Key Skills & Competencies Strong communication skills (spoken and written English & Hindi mandatory).Customer-first approach with high empathy and patienceAbility to multitask and manage query volumes efficiently.Comfortable with CRM software (preferably 4QT) and MS Office.Problem-solving and escalation management skills.Performance Metrics (KRA/KPI) % of customer queries logged in 4QT (target: 100%).% of acknowledgements sent within SLA (target: >95%)Average response TAT compliance.Customer satisfaction (measured via feedback calls/surveys).Zero cases of communication gaps or unlogged interactions.Qualifications & ExperienceGraduate (any discipline); MBA preferred but not mandatory.2 to 4 years of experience in customer service / helpdesk (real estate, BFSI, or telecom preferred).Exposure to CRM tools and call-handling systems desirable.BENEFITSCompetitive salary and performance-based bonuses.Health insurance coverage.Professional development opportunitiesDynamic work environment with opportunities for career growth and advancement.ABOUT RGR At Royal Green Realty, we are your trusted partner in residential and commercial real estate. With our unwavering commitment to our values and self-governance, we go above and beyond to guide you towards your real estate goals. Our personalized approach, industry expertise, and ethical practices ensure a seamless and rewarding experience. Discover the difference of working with a real estate brand that puts you first. Experience the Royal Green Realty advantage today. Excellence is at the core of everything we do. We constantly strive to surpass expectations, seeking continuous improvement and raising the bar for ourselves and the industry. From meticulously designing and constructing properties to delivering exceptional service, we leave no stone unturned in our pursuit of excellence. OUR LEGACY Royal Green Realty, a product of forward-thinking vision, leverages the financial strength and unwavering commitment to quality established by its parent company, ADS Spirits. This dynamic collaboration fosters a team of passionate leaders with extensive industry experience. Together, they propel Royal Green Realty towards setting new benchmarks in sustainability, innovation, and exceptional client service. Driven by the pioneering spirit of ADS Spirits, Royal Green Realty embarks on its journey not only to become a leader in the real estate sector but also to leave a lasting positive impact on the communities it serves. Every project reflects this dedication to excellence, ensuring long term value and a positive impact on the environment. OUR VISION To be the leading force in the real estate industry, renowned for our unwavering commitment to crafting excellence, fostering sustainable growth, and making a positive impact on the communities we serve. OUR MISSION Our mission is to create exceptional real estate experiences by upholding the highest ethical standards, continuously striving for excellence, and putting our customers at the heart of everything we do. We aim to craft innovative, sustainable properties that exceed expectations, while actively contributing to the growth and well-being of the communities we operate in. Through collaboration, integrity, and a customer-centric approach, we are dedicated to shaping a better future in the realm of real estate. OUR VALUES Commitment to Excellence Customer-CentricityCollaborationCommunityConduct