Job Description

Customer Service Agent / Property Management Assistant (Remote Contractor)
Smarter Rent Richmond, London
Remote
Contractor / Freelance Role
1,300 per month (approx.)
37 hours per week | 6 days per week
Job Summary
Smarter Rent is a London-based property management company located in Richmond. We manage approximately 120 fully furnished properties across Richmond and surrounding areas, offering flexible stays ranging from short-term bookings (2 nights via Airbnb/Booking.com) to long-term tenancies of up to 12 months.
We are currently seeking a highly organised and customer-focused Customer Service Agent / Property Management Assistant to join our team remotely. This is a contractor role and not an employed position.
The successful candidate will be responsible for daily guest communication, handling operational tasks such as maintenance coordination and cleaning schedules, and ensuring an excellent standard of service is delivered at all times.
Full training will be provided by our London team.
Key Responsibilities
Communicate with guests via phone calls, email, and online booking portals (Airbnb, Booking.com, etc.)
Respond to enquiries quickly and professionally to maintain high levels of guest satisfaction
Handle guest complaints and provide fair, practical solutions in line with company standards
Manage the daily cleaners rota to ensure smooth property turnovers
Troubleshoot and coordinate maintenance issues, instructing contractors where required
Log maintenance issues on the CRM system and maintain accurate records
Keep maintenance requests up to date and follow up where responses are delayed or missing
Liaise with the Property Manager and contractors regarding ongoing issues and required works
Arrange property access with guests for maintenance visits when needed
Check for booking extensions and coordinate with the lettings team where required
Ensure all guest details and operational updates are recorded accurately within the CRM system
Required Skills & Experience
Previous experience in customer service (hospitality or property management experience preferred)
Strong organisational skills with excellent attention to detail
Confident communication skills (written and spoken English)
Ability to remain professional and calm under pressure
Strong problem-solving skills and the ability to handle complaints effectively
Ability to set boundaries and push back appropriately on unreasonable guest requests
Self-motivated, proactive, and willing to go the extra mile to support the team and guests
Job Type
Freelance / Contractor
Remote working
Schedule
37 hours per week
6 days per week (rota-based)
Salary
Approximately 1,300 per month
How to Apply
Please submit your CV along with a short introduction outlining your relevant experience and availability.
Required Skills & Experience
Previous experience in customer service (hospitality or property management experience preferred)
Strong organisational skills with excellent attention to detail
Confident communication skills (written and spoken English)
Ability to remain professional and calm under pressure
Strong problem-solving skills and the ability to handle complaints effectively
Ability to set boundaries and push back appropriately on unreasonable guest requests
Self-motivated, proactive, and willing to go the extra mile to support the team and guests

Skills Required