Senior Customer Services Executive

Role Overview

We are looking for a meticulous Senior Customer Services Executive to become part of our UK property management team based in India. This individual will oversee coordination of maintenance operations and handle property maintenance tickets for our UK properties. The ideal candidate enjoys practical problem-solving and has a hands-on attitude, even without formal experience in property management.

Key Responsibilities

• Maintain regular communication with tenants to gather updates and address maintenance issues.
• Coordinate with landlords regarding approval and requirements for property maintenance.
• Develop and sustain positive relationships with tenants, landlords, and contractors.
• Keep all stakeholders informed throughout the maintenance process.
• Manage maintenance tickets through a digital system.
• Schedule property inspections in collaboration with the UK team.
• Assess maintenance problems reported by tenants.
• Collaborate with UK contractors to arrange repair work.
• Process quotes and obtain necessary landlord approvals.
• Monitor and track ongoing maintenance activities.
• Assist tenants with basic troubleshooting guidance.
• Coordinate emergency maintenance actions during standard UK business hours.
• Monitor expiry of legal certificates and coordinate replacement with contractors.
• Maintain comprehensive records of activities and communications.
• Conduct follow-up with tenants post-maintenance to ensure satisfaction.

Candidate Profile

• Strong logical reasoning and problem-solving capabilities.
• Exceptional attention to detail and ability to ask relevant questions to understand issues clearly.
• Sound judgment to prioritize urgent and non-urgent matters.
• Quick learner with enthusiasm for new knowledge acquisition.
• Proficient in documentation and record-keeping.
• Excellent verbal and written English communication skills.
• Professional telephone etiquette and email correspondence.
• Ability to explain technical information in simple terms.
• Strong interpersonal skills to handle tenant concerns effectively.
• Cultural sensitivity and ability to collaborate with UK-based teams.

Experience Requirements

• 2-3 years in customer service or coordination roles.
• Experience using ticket management systems in any industry.
• Background in liaising with service providers.
• Preferred: 2 years’ experience in UK/US property management.
• Preferred: 2 years’ experience in UK/US property maintenance.
• Preferred: 1 year experience with Fixflo application.

Work Schedule and Location

• Working hours aligned with UK business hours, Monday to Friday afternoon shifts.
• Summer timing: 1:00 pm to 10:30 pm IST; Winter timing: 2:00 pm to 11:30 pm IST.
• 5-day workweek with weekends off.
• In-person role based in Ahmedabad, Gujarat, India.

Benefits

• Paid sick leave.
• Paid vacation time.
• Provident Fund contributions.