Customer Service Representative

4 days ago

Manila, National Capital Region, Philippines STAFF X Full time ₱600,000 - ₱1,200,000 per year

Key Responsibilities:

The Customer Service Representative will be responsible for managing tenant communications across email and phone channels. This includes responding to inquiries ranging from rental payments to tenancy law questions, managing complaints, and escalating requests to other departments when necessary.

This role requires someone who is highly skilled in customer service, comfortable handling difficult conversations, and adaptable to learning new technology systems quickly. Knowledge of real estate or NSW tenancy law is a plus, but not a requirement.

Role Description:

  • Act as the first point of contact for tenant inquiries across phone and email.
  • Respond to questions on rent, tenancy agreements, and general tenancy concerns.
  • Handle tenant complaints and confrontational situations, using professional communication and de-escalation techniques.
  • Enter and track tenant interactions within the company's proprietary management platform (iRental).
  • Coordinate with other specialized teams (maintenance, accounting, inspections, leasing) to ensure smooth resolution of tenant requests.
  • Follow internal processes and documentation while adapting quickly to new systems and procedures.
  • Actively learn about NSW tenancy laws and apply knowledge to tenant interactions over time.
Requirements
  • Extensive customer service experience (at least 3+ years preferred).
  • Proven ability in conflict resolution and de-escalating difficult situations.
  • Tech-savvy, quick to learn new systems and software.
  • Strong teamwork and communication skills to collaborate across specialized teams.
  • Fluent English is required; Mandarin language skills highly regarded due to a large Chinese client base.
  • Knowledge of the real estate industry or Australian property management practices is an advantage, but not required.
  • Diligent, detail-oriented, and committed to continuous learning.

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