Customer Experience Coordinator, Real Estate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the initial point of contact for inquiries from tenants and landlords through phone, email, and property management platforms.

• Deliver clear and compassionate responses to customer issues, ensuring that concerns are documented and addressed in a timely manner.

• Maintain ongoing communication with clients, keeping them informed about the status and resolution of their requests.

• Coordinate with contractors and property managers to arrange repairs, inspections, and maintenance tasks.

• Monitor service requests from start to finish, ensuring adherence to quality standards and timelines.

• Process contractor invoices and verify service delivery in accordance with agreed-upon terms.

• Conduct follow-up calls and surveys to gauge satisfaction and pinpoint areas for enhancement.

• Identify recurring issues and suggest process improvements to elevate the overall customer experience.

• Assist in developing customer engagement initiatives such as welcome packs, onboarding guides, and digital communication campaigns.

• Ensure that all customer interactions and property-related activities comply with UK housing regulations.

• Keep accurate, audit-ready records within property management software.

• Track and archive safety certificates, inspection reports, and service logs.

⛳️ Requirements

• Minimum of 2 years' experience in customer service, property management, or tenancy coordination.

• Knowledge of UK residential housing regulations and compliance standards.

• Proficient in cloud-based property management software (e.g., Fixflo, Arthur Online, AppFolio, or Yardi), CRM systems, and Microsoft 365/Google Workspace.

• A dedicated home office equipped with reliable high-speed internet (recommended speed of 100/50 Mbps) and a backup internet connection.

• Excellent written and spoken English skills, with strong abilities in conflict resolution and diagnostic problem-solving.

• Recommended fiber internet (PLDT Fiber, Converge, Globe Fiber, etc.) with a speed of 100/50 Mbps.

• Backup internet (mobile hotspot or secondary ISP) capable of at least 20 Mbps.

• A quiet and suitable home workspace.

• OPTIONAL: A wired Ethernet connection preferred during working hours.

• OPTIONAL: Power backup (UPS) if the location faces frequent outages.

🏝️ Benefits

• HMO coverage and leave credits available after three months of engagement.

• Supportive Remote Environment: Enjoy the flexibility of working from home with a collaborative team that values growth and mutual success.

• Structured Training: Comprehensive onboarding and client-specific training designed to help you quickly master workflows.