Tenant Support

Beirut Digital District- Zeal

1. Tenant Support & Relations (Primary Focus)
Serve as the primary point of contact for tenants, addressing inquiries, concerns, and requests promptly, professionally, and efficiently.
Handle tenant complaints with empathy and professionalism, ensuring timely and satisfactory resolution.
Follow up on escalated or complex issues and coordinate with internal teams to ensure proper resolution.
Provide ongoing feedback to management on recurring issues and trends affecting tenant satisfaction.
Conduct regular check-ins and gather tenant feedback through surveys and other tools to improve service delivery and community experience.
Ensure seamless tenant experience during all community activities and events.
Monitor tenant satisfaction with all community services, ensuring offerings meet tenant expectations.

2. Service Ticket & Request Management
Manage all service tickets submitted through the BDD application and ensure timely follow-up daily.
Coordinate with IT, Engineering, Procurement, and other relevant teams for resolution of service requests.
Track and document the status, timelines, and outcomes of all service tickets to ensure full closure and tenant satisfaction.
For requests requiring quotations:
o Obtain and share quotations with tenants via email and the BDD App.
o Ensure approvals are secured within 2 3 weeks.
o Confirm completion of approved works and update relevant parties.
Maintain accurate records of tenant interactions, maintenance requests, inspections, and all ticketing activities.
Prepare and present weekly reports on tenant support operations and BDD application ticket performance.

3. Facility Services Oversight (QA/QC Focus)
Oversee, coordinate, and audit the performance of cleaning, maintenance, security, and valet service teams.
Conduct routine inspections to ensure compliance with health, safety, and facility quality standards.
Monitor service provider performance and adherence to standard procedures, taking corrective action where required.
Follow up on incidents, deficiencies, or service failures to ensure corrective measures are implemented.

4. Quality Control, Reporting & Preventive Actions
Develop, document, and update standard operating procedures (SOPs) for all service-related processes.
Ensure all teams and external service providers comply with approved procedures and standards.
Conduct routine audits and prepare detailed inspection reports outlining findings, action plans, and preventive measures.
Oversee implementation of corrective actions and ensure closure of all reported issues.
Report incidents, service issues, and operational risks with clear follow-up until full resolution.
Support continuous improvement of service operations, driving accountability and enhanced performance across teams.

5. Cross Department Coordination (Zeal Shared Services)
IT Services: Ensure smooth support for IT-related issues, maintain uninterrupted internet services, and monitor IT service quality.
Engineering Department: Follow up on office-related technical issues, maintenance jobs, and architect/interior-related requests for private and shared spaces.
Procurement & Accounting: Coordinate on quotations, service deliverables, and payment collections for tenant-related works and services.