Executive - Customer Experience (GRE)

As a Customer Experience Executive, you will be responsible for:

Create Lasting First Impressions

• Greet residents and guests with genuine warmth and a professional presence.
• Display a calm and composed demeanour, even during peak hours or escalated situations.
• Partner with the Facility Management Services (FMS) team to ensure the lobby and reception area are always clean, fragrant, and inviting.

Grievance Handling

• Be the first to acknowledge resident concerns and route them efficiently to the appropriate internal/external teams.
• Provide regular updates and ensure timely, satisfactory resolution through the

  MYGATE

  App, email or in-person.
• Follow through until every concern is addressed and closed with clear, courteous communication.
• Coordinate with the vendors and inhouse team for complain resolution.
• Maintain a grievance tracker and share regular updates with the property manager for review

Communication & Coordination

• Craft clear and professional emails, notices, and updates for residents.
• Maintain daily reports and documentation with accuracy and consistency.
• Coordinate vendor and contractor visits, including documentation and approvals.

Maintaining High Standards Across the Property

• Conduct regular walkthroughs of all resident-facing spaces.
• Uphold cleanliness, ambience, and aesthetic excellence throughout common areas.
• Monitor service personnel behaviour and grooming to ensure a professional presence on-site.

Resident Engagement & Relationship Building

• Connect with residents to understand their preferences and proactively meet their needs.
• Serve as a trusted point of contact to build loyalty, trust, and community spirit.
• Help organize resident engagement events, property walkthroughs, and lifestyle activities that enhance the living experience.

Feedback & Service Excellence

• Gather feedback from the residents to continuously improve service delivery.
• Escalate unresolved issues to the appropriate teams to ensure timely resolution.
• Suggest improvements to SOPs and workflows based on on-ground insights.