Customer Experience Coordinator (Real Estate)

About Expedock:

We are a tech-enabled workforce augmentation platform leveraging top 1% offshore talent and cutting-edge technology to enable businesses to unlock their full potential.

Who We Need:

The Customer Service Coordinator is the first point of contact for tenants and guarantors, providing exceptional support throughout their tenancy. Working remotely as part of an integrated team, you will handle a variety of customer inquiries via phone, email, CRM, and customer portals while ensuring each interaction is managed with professionalism, empathy, and sound judgment.

The ideal candidate is a confident communicator who takes pride in helping people. You remain calm under pressure, prioritize effectively in a fast-paced environment, and know when to resolve issues independently and when to escalate them. You are highly organized, detail-oriented, and committed to delivering an outstanding customer experience while maintaining accurate documentation and collaborating with internal teams.

Key Responsibilities

1. Customer Support & Communication

• Serve as the primary point of contact for tenant and guarantor inquiries via phone, email, CRM, and customer portals.
• Deliver friendly, empathetic, and professional customer support across a wide range of tenancy-related concerns.
• Manage inbound calls and shared inboxes while ensuring timely, accurate, and professional responses.
• Use sound judgment to resolve customer concerns independently or escalate them appropriately.
• Keep tenants and guarantors informed by providing timely updates throughout the resolution process.
• Identify urgent or sensitive matters and ensure they are promptly routed to the appropriate team.

2. Maintenance & Service Coordination

• Carry out first-line troubleshooting for maintenance concerns before escalating where appropriate.
• Log and manage maintenance requests within the CRM or property management system, ensuring complete and accurate documentation.
• Coordinate with contractors and internal teams to schedule repairs and monitor progress through completion.
• Follow up on outstanding maintenance requests to ensure timely resolution.
• Assist with complaint handling by gathering relevant information and coordinating with senior team members when required.

3. Tenancy & Customer Support

• Handle day-to-day tenancy and contract-related inquiries from tenants and guarantors.
• Process tenant notices and coordinate with relevant teams regarding tenancy updates.
• Schedule end-of-tenancy inspections and ensure all stakeholders remain informed.
• Guide tenants through the move-out process, helping them understand procedures and avoid unnecessary charges.
• Coordinate key release and support tenancy administration activities.
• Conduct administrative checks such as AML and Right to Rent verification where required.
• Respond to questions regarding tenancy agreements, end-of-tenancy processes, and applicable tenant charges.

4. Documentation & Case Management

• Maintain complete, accurate, and up-to-date records of all customer interactions, maintenance requests, and tenancy activities within the CRM.
• Ensure documentation complies with internal procedures and operational standards.
• Manage multiple active customer cases while maintaining attention to detail and appropriate prioritization.
• Collaborate with remote team members through virtual meetings, training sessions, and day-to-day communication to ensure excellent service delivery.

Key Qualifications & Requirements

Experience: Minimum of 2 years of experience in customer service, customer support, property management, tenancy coordination, or another customer-facing role.

Communication: Excellent written and spoken English with strong interpersonal, active listening, and relationship management skills. Comfortable handling high volumes of phone and email interactions.

Customer Service: Demonstrated ability to provide empathetic, professional support while confidently managing complaints and difficult customer conversations.

Organization: Exceptional attention to detail with the ability to prioritize competing tasks, manage multiple active cases, and maintain accurate documentation in a fast-paced environment.

Problem Solving: Exercises sound judgment, knows when to resolve issues independently, and understands when escalation is appropriate.

Technical Skills: Comfortable learning and using CRM systems, customer portals, Microsoft 365 or Google Workspace, and virtual collaboration tools. Experience with property management software is an advantage but not required.

Preferred: Previous experience supporting UK-based customers, student accommodation, residential property management, or familiarity with tenancy agreements is an advantage but not required.

Commitment: Demonstrated interest in building a long-term career within a collaborative remote team.

Remote Work Setup: Dedicated home office with reliable high-speed internet and backup connectivity to support uninterrupted customer service.

Technical Requirements

• Fiber internet (PLDT Fiber, Converge, Globe Fiber, etc.) – recommended speed of 100/50 Mbps
• Backup internet (mobile hotspot or secondary ISP) capable of at least 20 Mbps
• Quiet, dedicated home workspace
• Preferred: Wired Ethernet connection during work hours
• Preferred: UPS or power backup if your location experiences frequent outages

Why Expedock

Health & Benefits: HMO coverage and leave credits after three months of engagement.

Supportive Remote Environment: Work from home with a collaborative team that values growth, teamwork, and continuous learning.

Structured Training: Comprehensive onboarding and client-specific training to help you confidently master workflows and deliver exceptional customer service.

Candidate Data & Privacy Notice

By submitting your application to Expedock, you consent to the collection, use, and processing of your personal information for recruitment purposes. Your data will be used to:

• Evaluate your qualifications and suitability for current and future opportunities.
• Communicate with you throughout the recruitment process.
• Improve our hiring processes and candidate experience.
• Maintain talent pools for future opportunities where permitted by law.

Expedock handles candidate data with care and in accordance with applicable data protection regulations. Your information will only be accessed by authorized team members and will not be shared with third parties without your consent unless required by law.