Customer Service Representative (Voice or Non Voice)

One CoreDev IT Inc.; Manila; On-site; PHP 1,443,174 - 2,164,762; Full time

Job summary

A property management company in Manila is seeking a Resident Support Coordinator to be the first point of contact for residents. You will provide exceptional support via email and text, addressing inquiries and resolving concerns. The ideal candidate has prior experience in customer service or property management and is fluent in English. Strong communication, empathy, and problem-solving skills are essential for ensuring residents feel valued and supported. This role requires managing multiple inquiries efficiently and collaborating with internal teams.

Qualifications

• Prior experience in customer service, hospitality, or property management is preferred.
• Insurance background is a plus.
• Fluency in English is essential.
• Strong tech-savvy skills with experience in Salesforce or Pipefy.
• Demonstrated empathy and patience in interactions.
• Self-motivated and able to handle multiple priorities.

Responsibilities

• Serve as the primary contact for residents, addressing inquiries and providing guidance.
• Log and track resident interactions in the system.
• Manage and de-escalate complaints from dissatisfied residents.
• Coordinate with internal teams to resolve resident concerns.
• Maintain high service standards based on resident feedback.

Skills

Customer service

Communication skills

Problem-solving abilities

Organizational skills

Empathy

Tools

Salesforce

Pipefy

Job description

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.

Your problem-solving skills, empathy, and ability to communicate effectively will make you an essential part of the team, ensuring our residents feel valued and supported at every step of their journey with us.

Ready…set…go! 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 elevate complex cases as needed.
• Quality Assurance: Maintain a high standard of service supported by resident surveys

Requirements

• Prior experience in customer service, hospitality, property management, or a related field is preferred.
• Insurance background is a plus
• English fluency. Our residents should believe they are talking to someone where English is their first language.
• 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.