Full job description

Job Purpose:

The Customer Service Executive is responsible for acting as the primary point of contact between clients, tenants, and the facility management team. The role involves handling service requests, complaints, and inquiries while ensuring timely resolution and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Handle incoming calls, emails, and service requests from clients and tenants promptly and professionally.
• Register complaints, maintenance requests, and service inquiries in the company CRM.
• Follow up with relevant departments to ensure timely resolution of requests.
• Provide accurate information about facility services, schedules, and procedures.
• Coordinate with the maintenance, security, and other FM teams to address client issues.
• Escalate unresolved issues to the Facility Manager or concerned department for immediate attention.
• Maintain and update service request logs, feedback reports, and customer interaction records.
• Prepare daily, weekly, and monthly reports on service performance, customer satisfaction, and complaints.
• Ensure documentation of complaints and resolutions as per company policy.
• Follow the instruction given by Immediate supervisor