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