Customer Living Experience

PURPOSE:To be the first line of support for residents, ensuring swift resolution of technical issues and a seamless, reassuring post-handover experience.AREAS OF OWNERSHIP & ACCOUNTABILITY:Resident Communication & Issue Logging: Respond promptly and empathetically to all homeowner queries via phone, email, or in-person. Accurately log issues in the system.End-to-End Issue Resolution: Own every issue raised — coordinate with internal teams or vendors; follow through until resolution, and ensure resident satisfaction.On-Site Support Coordination: Schedule and manage on-site service visits as needed for inspection or resolution of complaints.Resident Education & Guidance: Offer residents clear instructions and advice when using home features or troubleshooting home systems.Accurate Documentation & Updates: Maintain updated, accurate records of all interactions, complaints, and actions in CRMI or ticketing tools.Proactive Resolution: Identify frequently reported concerns and share feedback with relevant teams to enable long-term solutions.DELIVERABLES:• Prompt and professional first responses to residents• Updated, accurate complaint tickets in CRMI• Timely and satisfactory complaint closure• Effective coordination of on-site service visits• Resident feedback on resolution experience• Prompt and professional first responses to residents

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