Customer Experience Coordinator (Real Estate)

About Expedock

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

Who We Need

The Customer Service Coordinator is responsible for delivering an exceptional customer experience throughout the entire tenancy lifecycle—from move-in to move-out. Working remotely as part of an integrated team, you'll serve as the primary point of contact for tenants and guarantors, ensuring inquiries are resolved efficiently while coordinating with contractors and internal stakeholders.

The ideal candidate is an empathetic and confident communicator who can balance excellent customer service with strong administrative discipline. You are highly organized, resilient under pressure, and comfortable managing multiple ongoing cases while maintaining accurate records and building productive relationships with tenants, contractors, and internal teams.

Key Responsibilities

1. Customer Support & Communication

• Serve as the primary point of contact for tenant and guarantor inquiries via the tenant portal, CRM, phone, and email.
• Provide clear, empathetic, and professional support across a wide range of tenancy-related concerns throughout the customer journey.
• Handle inbound calls as part of a rotating team schedule while maintaining high service standards.
• Adapt communication style based on the audience—supportive and reassuring with tenants while remaining professional with guarantors, partners, and external stakeholders.
• Keep customers informed by providing timely updates on the progress and resolution of their requests.

1. Maintenance & Service Coordination

• Log, assign, and monitor maintenance requests through the CRM and internal systems, ensuring each case follows established processes.
• Coordinate with contractors to schedule repairs and maintenance works while proactively following up for status updates and completion timelines.
• Build productive working relationships with contractors and confidently follow up on outstanding jobs to ensure timely resolution.
• Liaise with internal departments regarding tenancy updates, move-out date changes, payment amendments, and other operational requests.

1. Customer Experience & Case Management

• Support tenants throughout their tenancy, particularly those experiencing independent living for the first time, by providing patient, solution-focused assistance.
• Manage multiple active cases simultaneously while ensuring issues are resolved efficiently and customer expectations are met.
• Identify recurring customer concerns and recommend process improvements to enhance the overall customer experience.
• Collaborate closely with remote team members through virtual collaboration platforms, participating in team discussions, live calls, and ongoing training.

1. Documentation & Record Management

• Maintain complete, accurate, and up-to-date records of all customer interactions, maintenance requests, and case activities within the CRM.
• Ensure documentation is maintained according to internal procedures and operational standards.
• Support accurate tracking of maintenance progress, contractor communications, and customer updates to ensure full case visibility and accountability.

Key Qualifications & Requirements

• Experience: Minimum of 2 years of experience in customer service, customer support, property management, tenancy coordination, or a similar client-facing role.
• Communication: Excellent written and spoken English with strong active listening, conflict resolution, and relationship management skills.
• Customer Service: Demonstrated ability to deliver empathetic, professional support while confidently handling difficult conversations with customers and third-party vendors.
• Organization: Strong attention to detail with the ability to prioritize multiple cases, maintain accurate documentation, and follow established processes.
• Technical Skills: Comfortable learning and using CRM systems, customer portals, virtual collaboration platforms, and Microsoft 365 or Google Workspace. Experience with property management software is an advantage but not required.
• Adaptability: Able to work independently, exercise sound judgment, and adapt communication styles to different customer situations.
• Preferred: Previous experience supporting UK-based customers, the residential property sector, student accommodation, or familiarity with the UK university environment is an advantage but not required.
• Commitment: Demonstrated interest in a long-term career opportunity and contributing to a stable, 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, conducive home workspace
• OPTIONAL: Wired Ethernet connection preferred during work hours
• OPTIONAL: Power backup (UPS) if the 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 and mutual success.
• Structured Training: Comprehensive onboarding and client-specific training to help you quickly master workflows.