Senior Customer Service Executive

Job description

About the Role

We are seeking a detail-oriented Remote Maintenance Associate to join our UK property management team. Working remotely 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.

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
• Remote work experience (desirable)

Technical Requirements

• Reliable high-speed internet connection minimum 100 mbps
• Quiet home office workspace
• Webcam and professional headset with Noice cancellation
• Computer/laptop meeting company specifications i3 +
• Willing to work with Time Tracker to be installed by company on laptop

Working Hours

• UK Business Hours:

o Monday – Friday: 9:00-18:00 UK time

o 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: Full-time, Permanent

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Evening shift
• UK shift
• Weekend availability

Supplemental Pay:

• Performance bonus
• Shift allowance
• Yearly bonus

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Experience:

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

Work Location: In person