- Handling incoming calls and emails, resolving customer enquiries, and directing residents to relevant information on the company's website.
- Assisting residents in signing up for the self-service portal.
- Forwarding service requests that cannot be resolved at first contact.
- Recording all customer enquiries and repairs in the customer relationship management system.
- Logging maintenance enquiries with contractors, closing repair work orders once completed, and processing invoices.
- Contacting customers post-repair to confirm satisfaction and complete customer satisfaction surveys.
- Scheduling appointments for new customers interested in viewing properties available for rent.
- Providing ad-hoc administrative support to the property management team as required.
- Experience in the private sector housing or local government preferred.
- Excellent customer service and listening skills, remaining calm, empathetic, and professional.
- Strong IT and keyboard skills.
- Excellent written and verbal communication abilities.
- Ability to prioritize workload and work to Key Performance Indicator (KPI) targets.
- Customer-focused with a positive attitude.
- Used to working in a performance culture environment and as part of a team.
- Willingness to undertake ongoing training and development.
- Taking ownership and accountability to resolve customer enquiries.
- Trustworthy and credible; an excellent role model.
- Highly motivated with strong work standards and ethics, and a team player.
- Confident personality with strong interpersonal skills to liaise with numerous stakeholders effectively.
- Ability to make sound judgments in challenging situations.
- A team player who can understand and contribute to wider organizational strategic and operational objectives.
- Competitive salary and benefits package.
- Opportunity to work in a supportive and collaborative team environment.
- Professional development and career growth opportunities.
- A chance to contribute to meaningful projects that make a real impact in the community.
- Access to ongoing training and development programs.