Enhance customer satisfaction:
To provide effective service and care to the tenants thereby, maximizing customer satisfaction
To ensure proper and correct execution of agreements by the concerned parties after booking by the tenant
Monitor complaints and ensure follow up on corrective action
Assist in the development, implementation & monitoring of facility management of the building to maximize revenues, control expenses, thereby improving customer satisfaction
Prepare a list of FAQs, in collaboration with FM team, for efficient query resolution raised by the tenants
Keeping abreast of project schedule & along with Brand Management to create & implement best practices for informing & engaging with tenants regarding the same.
Communicate with the tenants to ensure that they are:
knowledgeable regarding the facility services, operating
procedures and issues.
Responsible for informing tenants well in advance as per the
contract intimating about escalations/ renewals/ expiry
Ensure proper documentation of all records / receipts relating to
Liaise with other functions to ensure excellent service delivery
Financials (Payments & Invoicing):
Planning, monitoring & implementing the effective recovery of
payments due from the tenants
To ensure that bills are raised to the tenants on a timely basis.
Secure all deposits that are received, banked and cleared. Retain
copies on file and issue copies to Accounts for filing.
To arrange for the issue of reminders in case of delay of issue of
Maintaining MIS for all clients.
Coordination & Liaisoning:
Coordinate regular interactions between tenant SPOC and Head
FM, eg. Quarterly informal meetings over Luncheons, etc.
Liaise with relevant authorities & stakeholders and work towards
the improvement of surrounding environment.
Developing network of business associates & channel partners\
Co-ordination with various internal functions at different stages
of the project assigned (like legal, accounts projects etc.)
Maintain integrity of data through accurate initial input into all
systems in accordance with agreed Policies and guidelines