Senior Customer Services Executive

Job description:

About the Role :

We are seeking a detail-oriented Sr. Customer Service Executive to join our UK property management team. Working from India, you will coordinate maintenance activities and manage property maintenance tickets for our UK portfolio. This role is perfect for someone who enjoys solving practical problems and has a DIY mindset, even if they don't have formal property management experience.

Communication & Relationship Management:

• Regular communication with tenants to understand and update on maintenance issues.
• Liaise with landlords regarding property maintenance needs and approvals.
• Build and maintain positive relationships with tenants, landlords, and contractors.
• Provide clear updates to all parties throughout maintenance works.

Maintenance & Compliance Management:

• Manage maintenance tickets through our digital platform.
• Book Appointments for the inspections of the properties with UK Team member.
• Screen and evaluate maintenance issues reported by tenants.
• Coordinate with UK-based contractors for repairs.
• Process quotes and obtain landlord approvals.
• Track ongoing maintenance works.
• Guide tenants through basic troubleshooting steps.
• Handle emergency maintenance coordination during UK business hours.
• Track Expiry of legal Certificates and liaise with Contractors to get valid Certificate against the expired ones.
• Maintain detailed documentation of all activities and communications.
• Ensure all parties are kept informed of progress and timelines.
• Follow up with tenants after works completion to ensure satisfaction.

Required Skills :

Core Abilities :

• Strong logical thinking and problem-solving skills
• Excellent attention to detail
• Ability to ask the right questions to understand issues
• Good judgment in identifying urgent vs non-urgent matters
• Quick learning ability and enthusiasm for acquiring new knowledge
• Strong documentation and record-keeping skills.

Communication Skills :

• Excellent English communication (written and verbal)
• Professional phone manner and email etiquette
• Ability to explain technical matters simply and clearly
• Good interpersonal skills for managing tenant concerns
• Cultural awareness and ability to work with UK-based teams

Required Experience:

• 2-3 years in customer service or coordination roles
• Experience in ticket management systems (any industry)
• Track record of coordinating with service providers

Working Hours:

UK Business Hours : Standard working hours (Based on IST Time)

Monday to Friday (Afternoon Shift) : 01:00 pm - 10:30 pm during Summer and 02:00 pm - 11:30 pm during Winters.

5 Days Working. Weekend will be off.

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Experience:

• UK/US Property Management: 2 years (Required)
• UK/US Property Maintenance : 2 years (Preferred)
• Fixflo Application : 1 year (Preferred)

Language:

• Fluent / Professional English (Required)

Work Location: In person