Customer Relationship Specialist

About the Role

The Customer Relationship Executive (CRE) at ACE Starlit is responsible for delivering exceptional customer service to residents by ensuring prompt complaint resolution, maintaining effective communication, and supporting the property's smooth day-to-day operations. The role demands professionalism, accountability, and strict adherence to ACE standards and site Standard Operating Procedures (SOPs).

Key Responsibilities

• Customer Service & Helpdesk Operations:
• Manage the Helpdesk and respond to resident queries professionally and courteously.
• Register all complaints and service requests in the MyGate system.
• Coordinate with Engineering, Housekeeping, Security, Horticulture, and external vendors to resolve complaints promptly.
• Follow up on all open complaints until closure within the defined Service Level Agreement (SLA).
• Verify complaint resolution with residents before closing tickets.
• Maintain complaint registers and ensure all records are updated accurately.
• Share important notices, circulars, and resident communications through MyGate and other approved channels.
• Conduct regular resident satisfaction calls and collect feedback.
• Operations Management:
• Maintain records of resident complaints, work orders, and service requests.
• Prepare daily, weekly, and monthly MIS reports covering complaints received, attended/closed, OTP-based closures, and individual team performance.
• Maintain accurate records of Move-In/Move-Out requests, clubhouse bookings, and resident documentation.
• Ensure proper filing of all operational documents and follow up with concerned departments for observation closures.
• Ensure full implementation of all ACE Starlit SOPs and operational procedures.
• Billing & Collections:
• Collect and maintain records of CAM charges, DG recharges, water charges, and other applicable fees.
• Follow up with residents regarding outstanding payments and coordinate with Accounts for reconciliation of suspense amounts.
• Support the preparation of collection reports and maintain accurate payment records.
• Resident Communication:
• Draft and circulate notices, advisories, and maintenance updates.
• Handle resident escalations professionally and foster positive relationships through regular communication.
• Conduct Resident Satisfaction Surveys and submit detailed reports.
• Safety & Compliance:
• Immediately report emergencies and related issues to the Property Manager and concerned teams.
• Report any unsafe conditions observed during site inspections.
• Inter-Departmental Coordination:
• Coordinate with Engineering, Housekeeping, Security, Horticulture, and Accounts teams to ensure timely execution of resident requests and operational activities.

Requirements & Tech Stack

• MyGate
• Microsoft Office Suite (Excel, Word, Outlook)

Qualifications

• Excellent Communication Skills
• Customer Relationship Management & Complaint Handling
• Strong Coordination & Follow-up Abilities
• Effective Time Management
• Documentation & MIS Reporting
• Professional Etiquette

Authority & Additional Responsibilities

• Coordinate with all service departments for complaint resolution.
• Follow up with residents regarding outstanding payments.
• Prepare and circulate operational communications with prior approval from the Property Manager.
• Escalate unresolved issues to the Property Manager.
• Perform any additional duties assigned by the Property Manager or Management, including supporting society events, emergency operations, audits, and special assignments.