Property Management Associate

Houst Limited.; Cape Town; On-site; ZAR 134,000 - 179,000; Full time

Benefits offered by this job

23 days holiday

Birthday day off

Employee discounts

Pawternity (work from home)

Laptop provided

Job summary

Houst Limited. is seeking a Property Management Associate in Cape Town to deliver exceptional service to Houst Customers and guests across email, phone, and chat.

You’ll handle non-standard inquiries, onboard new properties, and work with cross-functional teams to resolve issues with a customer-first approach. You’ll think creatively to solve problems, communicate complex topics clearly, and help drive customer retention.

Qualifications

• Experience in customer service or account management is preferred.
• Ability to communicate complex technical problems in customer-friendly language.
• Strong written and verbal communication skills and a team player mindset.

Responsibilities

• Provide service via telephone, email, and WhatsApp to clients and guests.
• Act as escalation point from HostSupport to resolve issues satisfactorily.
• Onboard new properties and simplify complex information for customers.
• Collaborate with cross-functional teams to find optimal solutions and resolve queries.
• Identify opportunities to improve customer retention and satisfaction.
• Decide refunds and goodwill gestures using company procedures and market insights.
• Contribute ideas to improve processes and overall customer experience.
• Manage delegated inbox and oversee case workflow for efficiency.

Skills

Customer service

Account management

Communication

Problem solving

G-Suite

Vacation rentals

Multi-tasking

Decision making

Tools

WhatsApp

G-Suite

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)