Job Description

The purpose of the role is to handle all leads received through the Contact Centre from prospective tenants with regards to the lease enquiries and endeavor to convert enquiries into deals. The role is also responsible for facilitating the application and approval process (including but not limited to explanation of the Terms and Conditions of the lease agreement to the tenant) and ensure regular feedback to prospective tenants to achieve the ultimate goal of customer service satisfaction.

Facilitate prospective tenants with the lease application process

1. Send out vacancy list and application forms to the prospective tenants.

2. Facilitate the viewing of the building between the prospective tenant and Building Manager.

3. Ensure application forms are completed in full and accurately and that all relevant supporting documents are attached before submitting for processing.

4. Regular follow-ups and feedback regarding applications to the prospective tenants.

5. Regularly update CRM Notes on MDA with all communication with prospective tenants.

6. Create application on the Tenant Acquisition System and submit for full processing.


7. On approval of applications inform tenants of the lease fees payable to secure unit as well as other fees payable before final signing off lease agreement can be done.

8. Confirm receipt of all upfront payments are received and attach proof to supporting documentation.


9. Ensure generated lease documents are explained and clearly understood by tenant before signing all documents as required.

10. Submit signed lease agreements and supporting documents to Residential Admin within agreed turnaround time.

11. Escalate any special applications to the Residential Leasing and Admin Manager for review and decision making.

12. Updating the final notes on MDA CRM and send for completion to Call Centre Supervisor to ensure that targeted turnaround times for case completion are met.

Achieve monthly targets

1. Contribute toward the total number of deals done in line with set monthly targets (both critical, non-critical and project units) to maintain and/or improve the set vacancy percentage.

2. Achieve targeted conversion rate on cases received per month.

3. Ensure that Error Rates with regards to application packs are kept within the agreed margins.

Customer Service

1. Attend to Customer polite and professional way always providing the correct information telephonically as well as personally.

2. Deal with irate customers professionally and calmly.

3. Ensure effective telephone communication.

4. Build positive relationships with customers over the phone.

Working conditions:

Office Based. Own transport is not required.



Saturday work required 2 x per month.

Qualifications & Experience:

1. Matric qualification required.

2. FETC: Real Estate, NQF Level 4.

3. Call Centre related qualification is preferred.

Skills & Knowledge Required:

1. Good telephone etiquette.

2. Good communication skills.

3. Knowledge of residential leasing processes preferred.

4. Knowledge of the MDA system preferred.

5. Basic Computer skills:

a. MS Word - Basic

b. MS Excel - Basic

c. MS Outlook - Basic

Personal

Attributes:

1.

Problem solving

- find solutions when emotions are involved.

2.

Impulse control

- resist or delay impulse to act.

3.

Flexibility

- adapting emotions, thoughts, and behaviors.

4.

Stress tolerance -

coping with stressful situation.

5.

Interpersonal relationships

- building mutually satisfying relationships.

6.

Empathy

- understanding & appreciating how others feel.

7.

Independence

- be self-directed and free from emotional dependency.

8.

Assertiveness

- communicating feelings and beliefs; being non-offensive.

9.

Social

confidence

- be self-assured and at ease with people in all types of social situations.

10.

Persuasion

- negotiating, selling, influencing, and attempting to persuade people or trying to change the point of view of others.

11.

Multitasking

- dealing with several activities at a time, enjoy being given new tasks before they have finished another.

12.

Teamwork

- cooperation with others, good-natured attitude and encouraging people.

13.

Persistence

- sticking with tasks, not giving up, dislike leaving things unfinished.

14.

Rule

following

- adhere to rules and strictly follow work regulations.

15.

Attention to detail

- focus on details, strive for perfection and be well organized.

16.

Good Listening Skills

- Taking the time to listen is essential, listening closely as clients are talking so they can be efficient in assisting with their enquiries and/or specific needs. Through that we she can connect visitors and clients with the right department or personnel quickly.


17.

Target driven

- Striving towards clear targets with a workable and achievable plan