Job Description

Our client is looking for an experienced and results-driven Real Estate Customer Service Specialist, to establish and lead a professional customer service division. They must have the capability to ensure consistent, high-quality tenant interactions across many estates. The role focuses on monitoring and improving tenant satisfaction, analysing service trends, and coordinating with internal departments to deliver an exceptional living experience while improving retention and reputation. If you are interested, qualified, and wish to join our professional team, please contact us.
Key Performance Areas (KPAs) & KPIs:
1. Service Standards & Compliance

• Ensure consistent service excellence and compliance with internal and legal standards.
• Define, document, and maintain customer service standards and protocols for

all sites.

• Conduct quarterly audits to ensure compliance across all customer touchpoints.
• Ensure adherence to Rental Housing Tribunal and POPIA standards.
• KPIs: 95% compliance, zero legal breaches, annual review of service standards.

2. Customer Experience & Satisfaction

• Measure and improve tenant satisfaction across the portfolio through surveys and analysis.
• Produce quarterly ''Voice of the Tenant'' reports with actionable insights.
• KPIs: 85% CSAT, 60 NPS, 10% annual reduction in recurring complaints.

3. Issue Resolution & Complaint Management

• Develop a 3-tier escalation framework for efficient resolution.
• Manage escalations and conduct root cause analysis.
• KPIs: 90% complaints resolved within 3 business days, <5% repeat complaints,

100% feedback tracking.
4. Cross-Department Collaboration

• Lead monthly/ weekly Customer Experience Forum with Leasing, Maintenance,

and Operations.

• Ensure interdepartmental SLA compliance and service alignment.
• KPIs: 90% SLA adherence, 100% action closure, >80% internal satisfaction score.

5. Systems, Reporting & Process Improvement

• Develop and maintain a Customer Experience Dashboard (Bitrix24, Power BI).
• Automate reporting and identify systemic service improvements.
• KPIs: Monthly dashboards by 5th, 90% data accuracy, 3+ annual process improvements.

6. Team Leadership & Culture

• Build, coach, and appraise a high-performing service team.
• Embed accountability and empathy in service delivery.
• KPIs: 80% engagement, <10% turnover, 100% quarterly appraisals.

7. Tenant Retention & Reputation

• Monitor online reputation and manage public response strategy.
• Analyse exit feedback and collaborate on tenant retention initiatives.

• KPIs: <3% churn due to service issues, 4-star online rating, >90% positive

move-in feedback.
Key Competencies

• Strategic and analytical mindset
• Emotional intelligence and empathy
• Conflict resolution and negotiation skills
• Strong understanding of property management operations
• Data-driven and tech-savvy
• Excellent communication and leadership abilities

Essential Requirements

• Bachelors degree in Business, Property, or a related discipline.
• Minimum 7 years experience in customer service, with 3+ years in leadership.
• Experience in real estate, property management, or hospitality preferred.
• Knowledge of South African landlord-tenant laws and complaint procedures.
• Must be computer literate and familiar with MSWord and Excel

If you meet the criteria and would like to apply, please email your updated cv in MSWord, together with a recent head & shoulders picture, to:

Skills Required