Customer Support Associate (Virtual)

⭐️ this is a 100% work from home, Independent Contractor role for someone based in Manila metro market ⭐️

The company: You’ll be working with a UK based workspace business that provides ready-to-go spaces for start-ups, creatives, professionals, and hobbyists to thrive.They provide self-contained, affordable studio spaces where businesses can register their business, create their product and make a home for their business to grow.

They currently have about 800 spaces across London and continue to grow! You’ll be joining a fast-paced, collaborative environment where creativity is encouraged and voices are heard.

Job role: The Customer Support Associate will work closely with the Founders and tenants to oversee a variety of general business projects that ensure smooth day to day operations for the business and the customers

You will join several other team members working remote from the Philippines.

In this role you will:

• Support new tenants during the onboarding process, providing guidance on property facilities and
  policies/building rules, WIFI passwords and general buildings processes
• Coordinate with our Facilities Managers on move-in and move-out processes, ensuring that all paperwork is
  completed correctly
• Serve as the main point of contact for all tenant queries, complaints, and requests
• Handle and resolve tenant complaints or disputes promptly and escalate complex issues to
  management as required
• Conduct regular check-ins and surveys to assess tenant satisfaction
• Organize and participate in tenant meetings, workshops, and community events
• Draft and distribute internal communications, memos, and notices
• Collaborate with Facilities Manager/s to address maintenance issues reported by tenants & staff
• Identify and act on opportunities to enhance tenant experience and engagement
• Handle incoming and outgoing mail, including sorting, and distributing
• Support the property management team with rent collection, arrears tracking, and payment follow-
  ups
• Address tenant concerns regarding rent payments, service charges, and other financial obligations
• Oversee the tenant move-in and move-out process, including scheduling inspections/Move outs
• Maintain and update tenant, property and company databases, ensuring that all information is
  current across all platforms. Re-Leased/XERO/Microsoft SharePoint/DocuSign/Company CRM/Phone
  System
• Support the property management team with filing, document preparation, and other administrative
  tasks
• Monitor and respond to tenant inquiries received through multiple channels, including phone, email,
  and online platforms
• Support Company Facilities Manager/s with diary management & liaison with Contractors as well as
  diary management and coordinating these events with tenants when necessary
• Diary Support for the above
• Assist with Tracking Property expenses, supplies and sub-contractors such as Cleaners etc
• Ad Hoc Sales and Enquiries support if and when needed by the Sales Team/Head Office
• Real-time social media responding
• Regular Teams calls and meeting with head office.

About you:

• Legally eligible to work in the Philippines.
• Strong fluency in verbal and written English.
• As an independent contractor, you must have your own laptop / computer and secure, high speed internet access.
• 2+ years in a Sales and Administrative role (or similar) leading customer facing projects.
• Excellent communication skills; experience working directly with UK customers.
• Ability to take initiative, problem-solve and work independently
• Bonus points: experience in small, dynamic UK based start-ups
• Bonus points: experience in real estate.

The details:

• Role type: Independent Contractor
• Location: Work from home - 100% fully remote (from the Philippines)
• Working schedule: Full time 40 hours per week, London UK time zone (GMT)
• Hourly rate: PHP ₱300 starting rate per hour depending on experience