- Receive & log calls/complaints/requests from clients/customers/tenants etc. into the Complaint Software. - Handle Complaint Software Efficiently and Effectively. - Forwarding on reactive calls to shift engineers. - Issue job cards. - Inputting weekly timesheets from engineers. - Answering queries from the residents. - Generating Performance reports to present to the Property Manager on Monthly basis. - Maintaining the ongoing works schedule. - Filing of paperwork. - Taking / Producing Minutes of Weekly and Monthly Meetings. - Daily operations of the “Help Desk” function including delivery, problem escalation/resolution. - Notify the Safety & Security Head / Officer and AFM on site at the time of all Emergency Calls. - Communicating courteously with residents by telephone, email or face to face. - Investigating and solving residents' problems. - Handling residents’ complaints or any crises, such as security issues. - Make customers aware of non-accessibility and under construction unit. - Carry out receiving feedback from residents on a regular basis. - Keeping accurate records of discussions or correspondence with residents. - Developing feedback or complaints procedures for residents to use. - Inform Housekeeping Executive in case of any untidiness found. - Inform Security and Help Desk in case of any untoward incident. - Perform all work as assigned by the Property Manager and AFM as deemed necessary to maintain and operate the Property at an optimum level.