Customer Support

Overview

The Customer Support is responsible for the champion of owner’s relationship with the assigned portfolio.

Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing and guest experience team to provide updated information and follow-ups.

Key Responsibilities

• Be an owner advocate.
• Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.
• Ensure all communications related to assigned portfolio / market is responded within a timely fashion
• Phone calls : Answer within 3 phone rings or 2 minutes for any missed calls during business hours.
• Emails, Text, WhatsApp, WeChat : Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.
• Internal communications : actively monitoring Slack & Internal Emails to respond within
• 2 minutes for urgent items
• 30 minutes for non-urgent items
• During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours.
• Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports.
• Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc..) and maintain client database (CRM) to ensure all information is correct and up to date.
• Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.
• Cultivate trust and personal connections with owners to further understand their needs and identify opportunities.
• Manage and develop performance of direct reports.
• Actively communicate with internal team members and cultivate resources to support owner success.
• Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.
• Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.
• Stay aware of company goals and strategies to ensure projects align with business priorities.
• Provide creative insights and solutions to address client / organizational challenges.
• Perform additional duties as assigned.

OH&S

Requirements

Soft Skills

Hours : 8 : 00am-5 : 00pm EST ( 3 : 00pm- 12 : 00am SA)

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