Customer Service Representative (Voice or Non Voice)

One CoreDev IT Inc. (CORE); Makati; On-site; PHP 180,000 - 240,000; Full time

Job summary

One CoreDev IT Inc. (CORE) is seeking a Resident Support Coordinator to be the first contact for residents, handling inquiries via email and text and ensuring a smooth experience.

You will review, analyze, and address 200+ inquiries weekly, coordinate with internal teams, and de-escalate issues while upholding company policies. Onsite with rotating shifts, strong communication and tech-savviness are essential.

Qualifications

• At least 1 year of experience in property administration, facilities management, housing services, or community management.
• Onsite setup with flexibility for rotating shifts.
• Experience in customer service, hospitality, tenant relations, or account coordination preferred.
• Strong communication and organizational skills with a tech-savvy mindset; Salesforce or Pipefy a plus.

Responsibilities

• Respond to resident inquiries and provide guidance across channels.
• Log, track, and manage interactions with timely follow-ups.
• De-escalate complaints and offer policy-aligned resolutions.
• Collaborate with internal teams to address resident concerns and escalate complex cases.
• Maintain high service quality supported by resident surveys.

Skills

Communication

Organizational skills

Tech-savvy

Empathy

Tools

Salesforce

Pipefy

Job description

Overview

As a Resident Support Coordinator, you will be the first point of contact for our residents, providing exceptional support email and text. Your role will focus on ensuring residents have a smooth and positive experience by addressing their inquiries, resolving concerns, and collaborating with internal teams to provide timely solutions.

In a typical week you can expect to review, analyze, and address 200+ resident inquiries ranging from questions about a lease, to billing disputes, to maintenance concerns. If you love to run, you’ll thrive. Efficiency is the name of this race, as we never settle for sub-standard communication, but require you to handle multiple cases each and every hour

Key Responsibilities

• Resident Interaction: Serve as the primary contact for residents, responding to inquiries, resolving issues, and providing guidance through various communication channels.

• Case Management: Log, track, and manage resident interactions in the system, ensuring timely follow-ups and resolution.

• Complaint Handling: Managing irate or dissatisfied residents, de-escalating situations, and offering resolutions that align with company policies.

• Collaboration: Coordinate with internal teams to address resident concerns effectively and escalat complex cases as needed.

• Quality Assurance: Maintain a high standard of service supported by resident surveys.

Qualifications

• Amenable to onsite setup with flexibility for rotating shifts.

• At least 1 year of experience in property administration, facilities management, housing services, or community management.

• Background in customer service, hospitality, tenant relations, account coordination or related field is preferred.

• Exceptional communication and organizational skills, with a tech-savvy mindset. Prior experience with Salesforce or Pipefy a plus.

• Demonstrated empathy, patience, and problem-solving abilities in resident or customer interactions.

• Self-motivated and adaptable to dynamic environments, with the ability to manage multiple priorities simultaneously.