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Role: Customer Support Specialist
Location: Bangalore
Full-time with the Jones Group of companies
Experience Level: 3-4 years
Job Description:
Customer Support Specialist Roles & Responsibilities (R&R) with KRIs
Act as the first point of contact for all customer queries via phone, email, walk-ins, and Freshdesk tickets.
Provide accurate and timely updates on rent delays, collections, renewals, audits, and other concerns.
Attend and support client walk-ins, ensuring smooth experience and proper documentation.
KRI:
Average response time to customer queries.
Customer satisfaction score (CSAT) from interactions.
Track pending lease amount and follow up until move in.
Verify that agreements are sent post-payment clearance without delay.
Maintain tenant-wise files with pre-audit reports, miscellaneous expenses, and broker charges.
Coordinate with FRM HOD, TRM HOD, Agreements, and Accounts teams for accuracy.
KRI:
% of collections completed vs. pending.
TAT for agreement issuance post-payment.
Review, verify, and update tenant agreements (new leases, exits, renewals).
Ensure agreements are backed with all required supporting documents.
Work with the Agreements team for error-free and timely documentation.
KRI:
% of error-free agreements processed.
Average TAT for agreement preparation.
Accept exit notices only if received through official email or written document; verbal intimations will not be considered valid.
Before confirming any exit notice, thoroughly review the tenant agreement and related clauses.
For Concept 1 properties, provide official notice to the owner regarding the tenant's exit.
Verify payment slots and schedules with management before proceeding.
Post managerial approval, send a formal confirmation email to the tenant outlining:
o Acceptance of the notice,
o Expected refund timeline, and
o Applicable terms and conditions.
Maintain a tracker for exit customers, ensuring:
o Partial lease releases are validated against pending rent,
o Issued cheques are tracked with committed dates,
o Accounts and management are informed in advance.
Track weekly payments for exit cases and maintain a monthly exit report with payment schedules to avoid miscommunication.
Before releasing refunds, verify the source account from which the tenant made their original payment.
Obtain a signed consent form from the tenant after refund clearance.
Exit Audit Process (Concept 1):
Schedule an exit audit of the property and share the report with the owner.
Ensure damages are rectified with proper intimation to the tenant.
Evaluate deductions for damages, wear and tear, or other charges as per agreement clauses.
Confirm with both owner and tenant on the final deduction amount.
Post-payment clearance, ensure keys are handed over to the owner and closure is documented.
KRI:
% of exits managed within committed timelines.
Accuracy of deductions and settlement calculations.
Exit closure satisfaction rating (owner + tenant).
Validate refund requests and attempt tenant retention before processing.
In case of lapses by TRM/FRM, raise penalty reports to management.
KRI:
Refund processing TAT.
Retention % before refunds.
Track lease expiries and send timely renewal reminders.
Proactively engage with tenants to reduce churn and improve retention.
Coordinate with FRMs and TRMs for smooth renewal closures.
KRI:
Renewal closure % vs. expiring leases.
Tenant churn rate.
Manage all tickets raised in Freshdesk, ensuring SLA compliance.
Assign, track, and close tickets on time.
Maintain escalation records and ensure resolution timelines are met.
KRI:
% of tickets resolved within SLA.
Escalation % due to delayed responses.
Submit daily/weekly MIS reports covering:
o Pending vs. cleared collections.
o Agreements/renewals closed.
o Refunds/penalties processed.
o Open vs. closed Freshdesk tickets.
Ensure compliance with internal policies and reporting accuracy.
KRI:
Accuracy of MIS reporting.
Timely submission rate.
Best Regards,
Pavan Kumar Ch
Associate Director Recruitment
+91 81218 14070
Job ID: 138009681
