Senior Customer Service Executive

About the Role

We are seeking a detail-oriented Maintenance Associate to join our UK property management team. Working from the office , 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.

Key Responsibilities :

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 Management :

• Manage maintenance tickets through our digital platform
• Conduct virtual property inspections via video calls
• 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

Support & Documentation :

• Guide tenants through basic troubleshooting steps
• Handle emergency maintenance coordination during UK business hours
• 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:

• Monday Friday: 9:00-18:00 UK time
• Alternate Saturdays: 10:00-16:00 UK time

What We Offer

• Competitive salary: based on experience
• Performance bonuses
• Comprehensive training program
• Career growth potential
• Annual leave as per company policy

Ideal Candidate Profile

We are looking for someone who:

• Has a natural interest in understanding how things work
• Naturally curious about understanding the root cause of problems
• Enjoys solving practical problems
• Takes pride in helping others resolve issues
• Is organized and methodical in their approach
• Demonstrates strong learning ability and adaptability

This role offers the perfect opportunity for someone who enjoys tackling practical challenges and has a natural aptitude for understanding maintenance issues, even if they don't have formal property management experience. We provide comprehensive training on all technical aspects - you bring the curiosity and problem-solving mindset!

Job Types:

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Evening shift
• UK shift
• Weekend availability (With Alternet Saturdays)

Supplemental Pay:

• Performance bonus
• Shift allowance
• Yearly bonus

Experience:

• International voice process: 2 years (Required)
• Property maintenance: 2 years (Preferred)

Work Location: In person