Property Management Associate

Houst; Cape Town; Hybrid; ZAR 134,000 - 179,000; Full time

Benefits offered by this job

23 days holiday (plus public holidays)

Birthday day off

Employee discounts

Pawternity

Laptop provided

Job summary

Houst is seeking a Property Management Associate in Cape Town to deliver exceptional service across email, phone and chat. You’ll handle complex inquiries, escalate to HostSupport, onboard new properties, and work with cross-functional teams to resolve issues with clear, customer-friendly language. Based in Cape Town, the role is hybrid (office 2 days/week).

Benefits include 23 days holiday, birthday leave, staff discounts, pawternity, and a company laptop. Working hours are 09:00–18:00 UK time.

Qualifications

• Experience in customer service or account management preferred.
• Ability to communicate complex issues in customer-friendly language.
• Familiarity with vacation rentals is beneficial.

Responsibilities

• Provide service via telephone, email and WhatsApp, ensuring clients feel valued and supported.
• Act as escalation point from HostSupport and resolve issues to customers’ satisfaction.
• Onboard new properties and simplify information for diverse customers.

Skills

Customer service

Escalation handling

Onboarding

Cross-functional teamwork

G-Suite knowledge

Communication skills

Problem solving

Tools

WhatsApp

Job description

Step into the role of a Property Management Associate, where you’ll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you’ll navigate customer inquiries across various channels - email, phone, and chat- tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking.

Key responsibilities of the role:

• Provide unparalleled service via telephone, email and WhatsApp, ensuring our clients and guests feel valued and supported.
• Elevate as the point of escalation from HostSupport, resolving issues with the utmost satisfaction.
• Onboard new properties, simplifying complex information for diverse customers.
• Collaborate with cross-functional teams to uncover optimal solutions, resolve queries and champion resolution claims.
• Spot and leverage opportunities to enhance customer retention and satisfaction.
• Harness your decision-making prowess to determine refunds and goodwill gestures using logic, company procedures, and market insights.
• Contribute innovative ideas to enhance processes and elevate the overall experience for Houst customers and guests.
• Champion the customer cause, forging commercially successful partnerships.
• Manage your delegated inbox with finesse and oversee the project management of cases, ensuring a seamless and efficient workflow.

• Based in Cape Town, and comfortable working from the office 2 days a week
• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• Proven ability to communicate complex technical problems in “customer-friendly” language.
• Ability to think outside the box and find creative ways to solve problems.
• A working understanding of vacation rentals.
• Confidence in decision-making and owning your cases.
• Previous experience with G-Suite.
• Well organised with the ability to multi-task and prioritise workload.

• 23 days paid holiday days (plus public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Laptop - for business use

Working hours: 09:00- 18:00 (UK Hours)

Salary: R12,000- R16,000 per month (dependent on experience)